Senior IT Helpdesk Technician L2

SourcefitSourcefit·Remote(Philippines)
Other

WFA Digital Insight

The demand for skilled IT professionals continues to rise, with the remote work shift increasing the need for reliable and efficient technical support. As a Senior IT Helpdesk Technician, you will play a critical role in ensuring seamless operations for Sourcefit's team. With the global remote workforce projected to reach 73% by 2027, having expertise in remote work tools and digital skills is crucial. Sourcefit stands out for its commitment to providing top-notch support, and this role offers a chance to work with a talented team. Before applying, consider your experience with Microsoft 365, Azure AD, and Intune, as well as your ability to work independently with minimal supervision.

Job Description

About the Role

As a Senior IT Helpdesk Technician L2 at Sourcefit, you will be responsible for managing a ticket queue from start to finish, providing timely support and resolving escalated issues with minimal supervision. Your expertise in Mac and Windows environments, Microsoft 365, and Azure AD/Entra ID will be critical in maintaining a smooth and efficient support experience for end-users. You will act as a reliable point of contact for employees, ensuring clear communication throughout the process.

The IT Helpdesk team at Sourcefit is dedicated to delivering exceptional support, and as a Senior Technician, you will be a key player in this effort. Your ability to work independently, produce regular reports, and maintain a high level of technical expertise will be essential in this role.

Sourcefit operates in a fast-paced environment, and the IT Helpdesk team must be adaptable and responsive to the changing needs of the organization. As a Senior IT Helpdesk Technician, you will be expected to stay up-to-date with the latest technologies and trends, ensuring that Sourcefit's systems and infrastructure remain secure and efficient.

What You Will Do

  • Manage an assigned ticket queue from intake through closure, ensuring SLAs are consistently met
  • Provide L2 technical support for hardware, software, Microsoft 365, network connectivity, identity, and productivity tools
  • Troubleshoot and administer Microsoft 365 services, including Exchange Online, Teams, SharePoint, OneDrive, and Intune
  • Support Azure AD / Entra ID for identity and device management
  • Administer and troubleshoot Active Directory and Windows Server environments, including user/group management, GPOs, and basic server issues
  • Provide support for macOS and Apple devices, including configuration, MDM enrollment, and end-user troubleshooting
  • Document all cases clearly and accurately within the company's ticketing platform
  • Produce weekly support reports summarizing ticket volume, recurring issues, SLAs, and queue updates
  • Proactively follow up with end users on open tickets and ensure timely resolution
  • Identify recurring problems and recommend improvements in processes, documentation, or configuration

What We Are Looking For

  • Minimum of 3 years of IT Helpdesk/Technical Support experience, with clear demonstrable experience operating at L2 capacity
  • Proven track record of owning a personal ticket queue, following up independently with end users, and producing regular reporting without prompting
  • Strong, professional English communication skills — both written and verbal
  • Must be comfortable working directly with US-based end users and stakeholders
  • Reliable availability for a full nightshift schedule aligned to US Pacific Time
  • Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune
  • Solid working knowledge of Active Directory and Windows Server (user/group admin, GPOs, DNS/DHCP basics, troubleshooting), PowerShell, Linux
  • Practical support experience with macOS and Apple hardware in a business environment
  • Hands-on experience with at least one enterprise ticketing platform: ServiceNow, Jira Service Management, or Helpdesk applications

Nice to Have

  • Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern Desktop Administrator, Azure Administrator Associate, or Apple Certified Support Professional
  • Experience supporting a US-based media, publishing, or events company
  • Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools
  • Experience building dashboards or reports from ticketing system data

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a talented and dedicated team
  • Professional development and growth opportunities
  • Flexible working hours and remote work arrangements
  • Access to the latest technologies and tools
  • Comprehensive health insurance and wellness programs
  • Generous paid time off and holiday allowance
  • Retirement savings plan and employee stock options

How to Stand Out

  • Ensure you have a stable home internet connection and a suitable work-from-home setup to perform the job efficiently.
  • Highlight your experience with Microsoft 365, Azure AD, and Intune in your application, and be prepared to provide specific examples of your technical expertise.
  • Showcase your ability to work independently and manage a ticket queue with minimal supervision.
  • Familiarize yourself with the company's ticketing platform and be prepared to ask questions during the interview.
  • Consider obtaining relevant certifications, such as CompTIA A+/Network+ or Microsoft 365 Certified: Modern Desktop Administrator, to boost your application.
  • Be prepared to discuss your experience with problem-solving and troubleshooting, and provide examples of times when you had to think critically to resolve an issue.

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