System Administrator L2

Job Title : System Administrator L2

Work Arrangement : Remote

Location : Cebu

Employment Type : Full-time

Salary : Php 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

C. Maintain Accurate Records & Documentation

D. Proactive Learning & Skills Development

Qualifications :