IT Support Specialist (L2)

Join our dynamic team as a Senior Remote IT Specialist! We offer a collaborative and happy work culture that fosters professional growth and innovation. With a permanent work-from-home setup, you’ll enjoy the flexibility to thrive in a supportive environment while developing your skills and advancing your career.

Note: Applicants who submit their updated resume, certifications, and specifications of the computer they will be using will be considered for the next stage of the application process.

Role: Senior Remote IT Specialist
Hours per Week: Full-Time
Schedule: 8:30am - 5pm Philippine Time

Ideal Candidate
Driven to deliver exceptional customer service.
Motivated to develop themselves professionally and personally.
IT Degree or relevant experience.
Diagnose, Troubleshoot and resolve first line, second line, and third line Workstation, Network and Server tickets
Manage and resolve monitoring alerts generated by our remote management tool (Ninja)
Record time accurately in CRM
Assist Junior engineers as an escalation point and mentor.

Position Summary
We are seeking a highly skilled and detail-oriented Senior Remote IT Specialist to join our Managed Service Provider (MSP) team. This senior-level position focuses on ensuring operational excellence by addressing alerts, resolving outages, and triaging tickets during weekends in preparation for smooth office operations on Monday mornings. The ideal candidate will be an experienced IT professional capable of handling high-priority tasks while balancing reactive troubleshooting and proactive support to minimize disruptions and reduce ticket volume for office staff.

Good organisational and self-management skills are also essential as the engineer must manage a personal support desk workload as well as allocate some fixed time during every week for repetitive tasks. The engineer must record any new procedures/tasks that were completed in the company knowledgebase. It is crucial that the person is excellent at understanding tasks and setting deadlines for the work assigned. Accountability and responsibility for the work assigned is essential.

Responsibilities
Primary Responsibilities (Not limited to)
Review and resolve system alerts and potential issues before they escalate.
Conduct proactive system checks to identify areas needing attention.
Document preventative measures to reduce recurring incidents.
Manage the queue and support junior/senior engineers with their workload
Respond promptly to system outages or alerts, ensuring minimal downtime.
Troubleshoot and resolve high-priority technical issues within established SLAs.
Coordinate with vendors or escalation teams as needed for complex incidents.
Disable user accounts as per our standard procedures
Review, prioritize, and resolve incoming support tickets.
Escalate unresolved issues to appropriate teams while maintaining ownership of follow-up.
Ensure accurate documentation of resolutions in the ticketing system.
Install software for clients
Prepare systems and infrastructure for seamless operation at the start of the workweek.
Validate critical systems (email, servers, network) to confirm functionality.
Continually seek ways of improving the services offered
Utilisation for the work should be 7.6 hours per day
Attention to detail in every task is imperative
Additional Responsibilities

Systems and Processes
Follow strict instructions for any listed procedures
Ensure a task is understood before it is performed
Work on continual improvement of the documentation in the Knowledgebase
Drive the priorities field in the tickets
Ensure all your tickets are up to date each day.
Ensure all processes are followed when dealing with any task assigned to a ticket.
Identify trends or recurring issues and propose long-term solutions to reduce ticket volume.
Provide input for process improvements and automation opportunities.
Meetings and Reports

Meetings Attended
Monthly meetings with Service Desk Manager.
Monthly Staff meeting with All staff.
Regular Reports Prepared

Timesheet report for themselves and report on time logged with any discrepancies.
Individual KPI reports including: Total time logged, Billable Time, SLA %.
Performance Measurement – KPI’s
KPI Target Report Method & Timeframe
Billable Hours 85% Monthly
Utilisation 80% Monthly
SLA Resolution 90% Monthly
Time Logged 7.6 hours per day Weekly

Essential Skills for the Role
Time management skills are essential as the incumbent must manage a personal workload whilst also allocating time weekly for managerial tasks.
Managerial skills. Specifically, the ability to record new information and coming up with procedures for them. To ‘lead from the front’ and personally attend to the timely resolution of difficult problems where these have been assigned.
Ability to work under time pressure and stick to deadlines.
Excellent communication skills.
Attention to Detail
Reliability – drives a team orientated culture, and it is imperative that the incumbent seeks to become a reliable and dependable part of the team.
Proven experience in a senior IT role, preferably in an MSP environment.
Proficiency with remote monitoring and management (RMM) tools.
Strong understanding of Windows Server environments, Active Directory, and Office 365.
Advanced troubleshooting skills in networking, server hardware, and cloud services.