STAFFVIRTUAL

Level 2 Helpdesk Support

STAFFVIRTUAL

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

AzureCyber SecurityDNSFirewalls

About the role

  • Serve as an escalation point for Level 1 helpdesk and provide advanced troubleshooting.
  • Support client infrastructure including Windows desktops, laptops, servers, and mobile devices.
  • Manage issues related to Active Directory, DNS/DHCP, Exchange/Office 365, and Azure/Entra ID.
  • Troubleshoot and configure network devices (firewalls, routers, switches, wireless access points).
  • Provide advanced support for Microsoft 365, Teams, SharePoint, and OneDrive.
  • Administer and troubleshoot remote monitoring and management (RMM) tools (e.g., ConnectWise Automate and ConnectWise Manage).
  • Install, configure, and support backup solutions (e.g., Veeam).
  • Support cybersecurity tools including Fortinet, Sophos, Barracuda firewalls/endpoint protection.
  • Perform patch management, system updates, and preventive maintenance.
  • Provide occasional client support in the Dallas/Fort Worth metroplex.
  • Document all work in the PSA system (ConnectWise Manage and PassPortal).

Requirements

  • 2-4 years of IT support experience, preferably in an MSP environment.
  • Strong knowledge of Windows 10/11, Windows Server 2016/2019/2022.
  • Proficiency with Microsoft 365 administration.
  • Experience troubleshooting LAN/WAN, firewalls, and VPNs.
  • Familiarity with RMM and PSA tools (ConnectWise).
  • Excellent troubleshooting and problem-solving skills.
  • Strong written and verbal communication skills.
  • Customer-first mindset with the ability to explain technical concepts to non-technical users.
Benefits
  • HMO Day 1 + FREE dependent coverage
  • De minimis and allowances
  • Attendance bonus
  • Paid time offs
  • Company-provided work setup (laptop, monitor, accessories)
  • Training, career growth, and global exposure
  • A collaborative and supportive team culture
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingActive DirectoryDNSDHCPMicrosoft 365network devicesbackup solutionspatch managementcybersecurity toolsLAN/WAN
Soft Skills
problem-solvingcommunicationcustomer-first mindsettechnical explanation