System Administrator L2
Work Arrangement : Remote
Schedule : Rotating Shift
Location : Cebu
Employment Type : Full-time
Salary : ₱80,000 – ₱100,000
About the Role
The System Administrator L2 is responsible for resolving Level 1 and Level 2 incidents, ensuring timely and exceptional customer service, maintaining accurate documentation, and continuously developing technical skills. This role requires strong technical expertise, proactive problem-solving, and the ability to provide efficient support in a dynamic IT environment.
Key Responsibilities
Resolve Level 1 and Level 2 incidents and follow escalation protocols
- Continuously review all tickets and statuses in your queue.
- Respond promptly to colleagues, end users, and partners.
- Follow company, partner, and customer security protocols at all times.
- Assess tickets, escalate when necessary, and document steps thoroughly.
- Ensure issues are fully resolved and verified with customers before closing tickets.
Provide timely and exceptional customer service
Attend appointments and meetings on time.Set clear expectations with colleagues, partners, and end users.Communicate clearly via chat, email, and phone using professional language.Keep users updated frequently and provide proactive follow-ups.Deliver warm, friendly, and solution-focused customer service.Maintain accurate records and documentation
Record all time spent on issues against relevant tickets.Update notes with clear, detailed, and secure information.Ensure consistent communication with end users, partners, and colleagues.Avoid disclosing sensitive internal information.Proactive learning and development
Enhance knowledge by reviewing escalated tickets and documentation.Attend webinars and training sessions to strengthen technical skills.Share knowledge, tips, and best practices with colleagues.Engage in self-paced learning to develop expertise.Level 1 Incident Examples
Credential management (password resets, account unlocks).Microsoft Windows, Office, and Office 365 desktop support.User connectivity and application support.New user setup and deactivation in AD / Azure AD and Office 365.VPN account setup and email configuration.Device provisioning (workstations, laptops, smartphones).Virus / malware scanning and general performance optimization.Level 2 Incident Examples
Partial service outages affecting subsets of staff.Server-level support impacting limited users.Group permissions and printer support.Troubleshooting desktop / terminal server applications.Proactive server maintenance and monitoring.Qualifications
Minimum IT diploma level education and relevant Microsoft IT certification.Minimum 1 year in a Level 2 role or 2+ years in Level 1 with proven L2 skills.Minimum 2 years in a B2B IT support role.Strong knowledge of Microsoft desktop OS, Microsoft 365 / Office 365, virtualization, and networking.Experience with FortiGate Firewalls, remote desktop tools (e.g., TeamViewer), and documentation / IT diagrams.Strong customer service skills and fluent verbal / written English.Certifications (e.g., Microsoft, Cisco) are a plus.Candidates with attached CV and relevant experience will be considered for a phone interview.
