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STAFFVIRTUAL Logo STAFFVIRTUAL · IT - Administration

Level 2 Technical Support Representative

Philippines, Cebu City · Job Posted April 27, 2026
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Job Description

This role provides advanced IT support and serves as an escalation point for Level 1 helpdesk issues. It involves managing and troubleshooting client infrastructure, including Windows desktops, servers, mobile devices, and networking equipment, as well as supporting Microsoft 365, Teams, SharePoint, OneDrive, and cybersecurity tools. The position requires administering RMM and PSA tools, handling backup solutions, performing system maintenance, and occasionally providing on-site client support in the Dallas/Fort Worth area.

Job Responsibility

  • 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

Nice to have

  • Microsoft certifications (e.g., MCP, MCSA, MS-900, AZ-104)
  • CompTIA certifications (Network+, Security+, A+)
  • Experience with backup/disaster recovery solutions
  • Knowledge of advanced security frameworks and compliance (HIPAA, PCI, etc.)

What we offer

  • Competitive compensation and benefits package
  • 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
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