Senior IT Helpdesk Technician, L2

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Sourcefit

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

Sourcefit is a leading business process outsourcing company with headquarters in the Philippines and offices in the Dominican Republic, Armenia, Madagascar, and South Africa. Founded in 2009, Sourcefit specializes in providing custom offshore and nearshore staffing solutions across various industries including IT, Finance, Healthcare, Retail, and more. They focus on offering efficient and cost-effective BPO services such as telesales, customer support, content moderation, IT support, web development, and more. Sourcefit is committed to building long-term value for organizations through customized, efficient, and integrated offshore staffing solutions.

📋 Description

• Independently 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 (ServiceNow, Jira, Zendesk, or similar). • 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. • Maintain and update internal knowledge base articles and end-user documentation. • Collaborate closely with US-based IT leadership on escalations and larger IT initiatives.

🎯 Requirements

• 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. • Strong troubleshooting methodology, ownership mindset, and ability to work with minimal supervision. • Stable home internet connection and a suitable work-from-home setup.

🏖️ Benefits

• US Holidays