Level 2 Network Admin

Position: L2 Network Admin
Location: 1880 Building, Eastwood, Libis, Quezon City
Work setup & shift: Onsite | Day Shift

Why join us?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a L2 Network Admin you will:

Client Communication: Answer incoming client calls from 8am to 5pm AEST, providing immediate assistance or escalating issues as needed.
Remote Support: Use Splashtop to remotely access and troubleshoot clients’ computers.
Email Management: Set up and manage shared inboxes in Microsoft 365 for clients.
Cloud Support: Assist clients with OneDrive setup, synchronization, and troubleshooting.
M365 Support: Provide basic support for Microsoft 365 applications (e.g., Outlook, Word, Teams), including installation, configuration, and issue resolution.
Tiered IT Support:

o Handle Level 1 support (e.g., password resets, basic software issues).
o Manage some Level 2 support (e.g., network troubleshooting, advanced application support).
o Occasionally assist with Level 3 support tasks (e.g., complex system issues) under senior team guidance or escalate as needed.

Documentation: Record all support interactions accurately in the company’s ticketing system.
Team Collaboration: Work with the IT team to enhance support processes and share knowledge.

What You Need:

Non-negotiables

Experience: Minimum of 3 years in IT support, ideally within an MSP or similar client-facing environment.
Technical Proficiency:

○ Experience with remote access tools like Splashtop.
○ Familiarity with Microsoft 365, including shared inboxes, OneDrive, and core applications.
○ Knowledge of IT support levels (Level 1, Level 2, and some Level 3).

Preferred skills/expertise

Communication: Excellent command of English with strong verbal and written skills; confident and professional in client interactions.
Soft Skills: Ability to multitask, prioritize effectively, and solve problems with a customer-focused mindset.
Teamwork: Collaborative attitude with a willingness to learn and adapt in a fast-paced setting.