Job Overview

Workmates PH is looking for an experienced Level 2 IT Help Desk Technician to join its Managed Service Provider (MSP) team. The ideal candidate has strong technical troubleshooting skills, excellent communication, and the ability to handle both day-to-day help desk requests and more complex IT issues independently.

Responsibilities

• Provide Level 1 and Level 2 technical support and troubleshoot desktop, application, and network issues.
• Administer Microsoft 365 and Google Workspace, including users, permissions, licensing, Exchange, Teams, SharePoint, and multi-factor authentication (MFA).
• Troubleshoot Windows 10/11, Active Directory, networking, VPNs, Wi-Fi, and printers.
• Support UniFi networks, SonicWall firewalls and VPNs, and Acronis backups.
• Use NinjaOne RMM for remote support, monitoring, patching, scripting, and software deployment.
• Handle user onboarding and offboarding and PC setup.
• Manage tickets, prioritize issues, document work, and follow up through resolution.
• Support Microsoft 365 configurations, networks, firewalls, servers, and backups.
• Research unfamiliar technical issues and take ownership through resolution.
• Escalate issues appropriately when additional support is required.

Requirements

• Previous MSP experience strongly preferred.
• Experience with Microsoft 365 administration, Google Workspace, Windows, Active Directory, and networking.
• Knowledge of DHCP, DNS, VLANs, VPNs, TCP/IP, and Wi-Fi.
• Experience with NinjaOne RMM and preferably ConnectWise Manage.
• Knowledge of UniFi, SonicWall, and Acronis is highly preferred.
• Strong written and spoken English.
• Excellent troubleshooting, documentation, and communication skills.
• Reliable, organized, and comfortable working independently.
• Ability to switch between basic help desk requests and advanced technical issues.
• Good judgment on when to continue troubleshooting and when to escalate.

Nice to Have

• ConnectWise Manage experience.
• Nilear experience.
• Experience with Microsoft 365 migrations.
• Network, firewall, and Wi-Fi deployments.
• Server and infrastructure troubleshooting.
• Backup and disaster recovery experience.

Role Details

Pay: $7–$8 per hour

Schedule: Monday–Friday, 9:00 AM–6:00 PM EST

Employment Type: Full-Time

Work Arrangement: Remote

How to Apply

Interested candidates who have the required experience and qualifications should submit their applications through the link below.

Application Link: Apply for the Remote IT Help Desk Technician Level 2 Position

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