Job Title: System Administrator L2

Work Arrangement: Remote

Location: Cebu

Employment Type: Full-time

Salary: Php 80,000 – 100,000

Work Shift: Rotating Shift

About the Role:

The System Administrator L2 is responsible for resolving Level 1 and Level 2 technical incidents while ensuring exceptional customer service, accurate documentation, and adherence to security protocols. This role supports server, desktop, network, and application environments, providing timely solutions and escalating complex issues when needed. The ideal candidate is detail-oriented, highly technical, customer-focused, and capable of working independently in a fast-paced remote environment.

Key Responsibilities:

A. Resolve Level 1 and 2 Incidents

• Manage, troubleshoot, and resolve Level 1 and Level 2 tickets within SLA
• Review and prioritize tickets based on urgency and impact
• Follow escalation protocols and consult Level 3 for issues requiring more than 1 hour of technical effort
• Use approved tools and strictly follow company and client security standards
• Document all actions, troubleshooting steps, and updates accurately within the ticketing system
• Ensure issues are fully resolved and validated with the end user before ticket closure

B. Provide Exceptional Customer Service

• Communicate clearly and promptly through phone, chat, and email
• Set proper expectations and provide frequent updates to end users and partners
• Address customer concerns with professionalism and a positive tone
• Attend appointments on time and reschedule proactively when needed
• Notify the team lead of any customer dissatisfaction

C. Maintain Accurate Records & Documentation

• Log all time spent on tickets and tasks accurately
• Maintain up-to-date internal notes and communication logs
• Avoid disclosure of internal tools, systems, and credentials
• Update documentation and knowledge bases as needed

D. Proactive Learning & Skills Development

• Review escalated tickets and internal resources for continuous learning
• Attend webinars, training, and technical meetings
• Share best practices and new learnings with the team
• Engage in self-paced learning to support skill enhancement

Qualifications:

• Minimum IT diploma or equivalent; Microsoft certifications preferred
• At least 1 year experience in a Level 2 support role or 2 years Level 1 support with demonstrated Level 2 capability
• Minimum 2 years in a B2B IT support environment
• Intermediate knowledge of server OS, virtualization, email systems, and terminal services
• Advanced knowledge of Microsoft desktop OS, Office 365, remote access tools, and common business applications
• Strong network troubleshooting skills
• Excellent communication skills in English (written and verbal)
• Strong customer service, multitasking, time management, and documentation skills
• Experience in customer-facing roles (hospitality, call center, etc.) is an advantage