IT Support Specialist (Level 1&2) - 029 at D2B

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

24 May, 26

Salary

95000.0

Posted On

23 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Troubleshooting, Hardware Support, Software Support, Network Fundamentals, Cloud Services, Server Administration, Active Directory, Group Policy, Microsoft 365, Customer Service, Documentation, Ticket Triage, Root-Cause Diagnosis, On-Call Rotation, Desktop Support

Industry

Financial Services

Description

Position: IT Support Specialist (Level 1 & Level 2) Location: Remote - 100% WFH Working Hours: Mondays to Fridays, 7:00am to 4:00pm Philippine Time Salary range: PHP 45,000 - PHP 60,000/month - Level 1 PHP 65,000 - PHP 95,000/month - Level 2 Combination (Level 1&2) - upto PHP 95,000/month Holidays: TBD OVERVIEW The IT Support Specialist provides technical support across hardware, software, networks, and cloud environments. This role ensures smooth day-to-day operations for clients by resolving incidents, maintaining systems, and delivering excellent customer service. Level 1 focuses on first-line troubleshooting and routine tasks, while Level 2 handles more complex issues, escalations, and deeper infrastructure support. RESPONSIBILITIES Technical Support & Troubleshooting Provide daily support for client systems including desktops, servers, applications, networks, and cloud services. Diagnose and resolve technical issues; escalate complex incidents when required. Maintain strong customer focus by ensuring timely, accurate, and effective resolutions. Systems Maintenance & Monitoring Perform proactive tasks such as monitoring, patching, updates, and performance optimisation. Support private-cloud and hybrid-cloud infrastructure alongside the internal support team. Client Engagement Communicate clearly with clients to understand issues, provide updates, and set expectations. Deliver high-quality service that aligns with client needs and technical standards. Documentation & Process Improvement Contribute to knowledge base articles, troubleshooting guides, and internal documentation. Participate in ongoing improvements to support processes and workflows. Managing Level 1&2 Support Level 1: Handles first-line support, basic troubleshooting, and ticket triage. Escalates complex issues to Level 2. Level 2: Manages complex incidents, root-cause diagnosis, and advanced troubleshooting. Supports infrastructure-level tasks and provides escalation support for Level 1. Availability Participate in on-call rotation and provide after-hours support when required. QUALIFICATIONS Technical Skills & Experience 2–4+ years of experience in IT support, service desk, or infrastructure roles. Strong knowledge of: Windows/Mac desktop support Basic server administration Network fundamentals (TCP/IP, DNS, DHCP) Active Directory, Group Policy Microsoft 365 or equivalent cloud platforms Experience or interest in cloud and hybrid-cloud infrastructure (preferred). Soft Skills & Attributes Strong analytical and problem-solving skills with a “get things done” mindset. Excellent verbal and written communication skills. Ability to multitask in a dynamic, fast-paced environment. Customer-focused approach with a desire to improve user experience. Continuous learner with passion for new technologies and modern infrastructure.

Responsibilities

The IT Support Specialist provides technical support across hardware, software, networks, and cloud environments, focusing on resolving incidents and maintaining systems for clients. Responsibilities include daily troubleshooting, proactive system maintenance like monitoring and patching, and clear client communication.