Level 2 – IT Support Technician (Client Facing)

Level 2 – IT Support Technician (Client Facing)

Metro Manila, Philippines

$ 1,600.00 - 1,800.00 (US Dollar)

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• Job Openings Level 2 – IT Support Technician (Client Facing)
• About the job Level 2 – IT Support Technician (Client Facing)
• Working Schedule: Monday – Friday (Pacific Standard Time)

Working Arrangement: Fully Remote

• Salary: $1,600 - $1,800
• Employer: MSP company located in California

Overview

We are growing our team and looking for a client-focused Level 2 IT Support Technician who has broad general IT support experience and is comfortable being on the phone for most of their shift. This role is ideal for a fresh L2 who may still be developing technically but excels in communication, documentation, and customer interaction.

This position serves as the first point of contact for users and is well-supported by a highly experienced senior team for escalations and ongoing learning.

Key Responsibilities

Answer incoming support calls and serve as the first point of contact for IT issues and service requests
Communicate clearly and confidently with users to understand problems, gather details, and set expectations
Troubleshoot and resolve software, hardware, and basic network issues via phone, email, or chat
Walk users through step-by-step troubleshooting and explain solutions in a clear, user-friendly manner
Create, update, and manage support tickets in Halo with accurate and detailed documentation
Record all customer interactions, troubleshooting steps, and resolutions clearly for escalation and future reference
Perform routine IT tasks such as user account management, password resets, software installations, and new user setups
Assist with configuring, updating, and troubleshooting laptops, desktops, and peripherals
Review monitoring alerts and tickets using NinjaRMM and address potential issues proactively
Identify issues that require escalation and collaborate with senior engineers to resolve them
Work closely with a highly experienced IT team and leverage available resources when troubleshooting complex issues
Required Skills & Qualifications
Excellent verbal and written communication skills; able to engage confidently with non-technical users
Comfortable handling phone-based support for a significant portion of the workday
Strong customer service mindset with patience, empathy, and professionalism
Solid working knowledge of Windows and macOS environments
Experience supporting Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics)
Understanding of basic networking concepts such as VPN, DNS, and DHCP
Familiarity with remote support tools such as TeamViewer, AnyDesk, or LogMeIn (NinjaRMM preferred)
Basic VoIP experience is a plus, with Teams Voice preferred
Strong problem-solving skills and ability to work independently while knowing when to escalate
Detail-oriented with strong documentation and note-taking habits
2–3 years of experience in helpdesk or technical support
Associates degree in IT or related field, or relevant certifications such as CompTIA A+

Package Details

Benefits

13th Month Pay

• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

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