We are seeking a dedicated and experienced L1/L2 IT Helpdesk Support Specialist to join our team. This role will focus on providing end-user support, troubleshooting, and management of Microsoft 365 applications and Active Directory (AD)/Azure AD (Entra) environments. The ideal candidate will have a strong technical background in managing user accounts, resolving IT issues, and ensuring smooth operations of IT systems.

Key Duties and Responsibilities:

Microsoft 365 Support:

• Provide first and second-level technical support for issues related to Microsoft 365 apps such as Outlook, Word, Excel, SharePoint, Teams, and OneDrive.
• Troubleshoot and resolve email delivery, mailbox, and permissions issues in Microsoft Exchange Online.
• Assist with Office 365 user setup, license management, and system configuration.

Active Directory (AD) & Azure AD/Entra Administration:

• Manage and maintain user accounts, groups, and security permissions in Active Directory and Azure AD.
• Perform routine user provisioning, de-provisioning, password resets, and access control tasks.
• Support multi-factor authentication (MFA) setup and troubleshoot access issues.

Incident Management:

• Respond to and resolve technical issues related to software, hardware, and network connectivity, escalating complex issues when necessary.
• Manage helpdesk tickets using a ticketing system, ensuring timely follow-up and resolution of open cases.

System Monitoring and Reporting:

• Monitor Microsoft 365 system health, performance, and security.
• Generate usage and security reports, identifying anomalies or potential issues.

Documentation and Knowledge Sharing:

• Create and update user guides, FAQs, and technical documentation to improve user support and reduce ticket volume.
• Serve as the primary resource for managing and resolving tickets related to Microsoft 365, with a focus on Global Administrator-level tasks and troubleshooting.
• Address and resolve 70%+ of tickets involving Microsoft 365 efficiently and accurately
• Collaborate with senior IT staff to improve processes and efficiency in handling common support issues.

Customer Service:

• Provide excellent customer service, ensuring end users receive prompt and effective assistance.
• Train and guide users in utilizing Microsoft 365 tools efficiently, improving their productivity.

Desired Skills and Experience:

• With 1-3 years of experience in a Level 1 or Level 2 IT helpdesk or technical support role.
• Proven track record of providing effective end-user support in a Microsoft 365 and Active Directory environment.
• Hands-on experience as a Global Administrator or equivalent role, with the ability to manage complex environments and system-level configurations.
• Proficiency in administering and troubleshooting Microsoft 365 services, including Exchange, SharePoint, OneDrive, and Teams.
• Experience with Microsoft 365 Admin Center for managing users, licenses, and security settings.
• Active Directory (AD) and Azure AD/Entra Knowledge
• Strong written and verbal communication skills to effectively assist end users, provide clear instructions, and document resolutions.
• Ability to translate technical issues into simple, user-friendly terms for non-technical staff.
• Time Management and Organization
• Customer service orientation
• Experience with IT Support Tools
• Currently residing in Bacolod, Philippines is preferred.

Why Remotify?

Remotify focuses on putting Filipino talents in the spotlight in the global workforce scene. We are an Employer of Record in the Philippines and we enable small to medium businesses across the world to scale their teams securely and cost-effectively through remote outsourcing. Through our services, we ensure that every remote employee enjoys the social benefits the law provides while receiving internationally competitive salaries.

With Remotify, you will have the opportunity to work directly with international businesses while having an employee contract bound in the Philippines, social benefits, and tax contributions, through us. As you work internationally from your home, you have a local HR to help you with local labor compliance. We have created a community of Filipino Remote workers who value the flexibility of remote work while enjoying the togetherness a great virtual workplace brings both professionally and personally.

Here are the perks of working with us:

• Competitive salary (Php)
• I.N.S.P.I.R.E program that will help you build personal and professional character
• A payroll system that assures on-time payments at all times
• SSS, Philhealth, and Pag-ibig
• 13th Month Pay
• Paid local holidays
• Paid incentive leaves
• Healthcare (HMO)

If you are the one we're looking for, send us your application now. All shortlisted applicants will receive an email from our HR for the next steps of your recruitment process.

You may also review our other job openings

As a Customer Support Representative/Help Desk Associate, you will be responsible for providing excellent customer service by addressing inquiries and resolving issues over the phone. Proficiency in using Office 365 is essential to assist customers with software-related queries. The ideal candidate should possess strong communication skills, problem-solving abilities, and a customer-centric approach.

Key Duties and Responsibilities:

• Customer Interaction:
  • Respond to customer inquiries and issues via incoming calls.
  • Provide clear and concise information regarding products, services, and technical support.
  • Demonstrate empathy and professionalism in every customer interaction.
• Technical Assistance:
  • Utilize expertise in Office 365 to assist customers with software-related problems.
  • Guide customers through troubleshooting steps and provide solutions to technical issues.
  • Document and escalate complex technical issues to the appropriate teams.
• Problem Resolution:
  • Effectively identify, troubleshoot, and resolve customer concerns.
  • Follow established procedures for issue resolution and escalate issues when necessary.
  • Ensure customer satisfaction by addressing concerns in a timely and efficient manner.
• Documentation:
  • Accurately document customer interactions and issue resolutions in the company's CRM system.
  • Create and maintain knowledge base articles to assist customers with common queries.
• Product Knowledge:
  • Stay updated on the features and updates of Office 365 and related products.
  • Provide product information and training to customers as needed.

• Collaboration:
  • Collaborate with other departments, including IT and product development, to resolve complex issues.
  • Share customer feedback and insights with relevant teams to improve products and services.

Desired Skills and Experience:

• Previous experience in customer support or a related role.
• Strong verbal communication skills and active listening abilities.
• Proficient in using Office 365 applications.
• Familiarity with common customer support software and CRM systems.
• Ability to troubleshoot and resolve technical issues.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and collaboratively in a team environment.
• Flexibility to adapt to changing priorities and handle a high volume of calls.
• Prior experience in customer support or a technical support role.

Why Remotify?

Remotify is an Employer of Record solution that enables freedom and security for businesses and employees, because we want to make remote outsourcing simply excellent, cost-effective and sustainable for all.

Created by people who value people, Remotify is a certified Great Place to Work® organization. We are good for businesses; good for employees; and good for the Philippines.

We are big believers of Filipino talent and making a name for it all over the world. By making our talent more accessible to global businesses, we’re helping to boost the economy of the Philippines—today and in the future.  In addition, for every employee we hire, we give a portion of our revenue to SOS Children’s Village—a non-profit which cares for underprivileged children in the Philippines, from cradle to career.

We are committed to making a positive change to the future of remote work. One business Remotified, one job opportunity created, and one child helped at a time.

Here are the perks of working with us:

• Competitive salary (Php25,000-30,000)
• I.N.S.P.I.R.E program that will help you build personal and professional character
• A payroll system that assures on-time payments at all times
• SSS, Philhealth, and Pag-ibig
• 13th Month Pay
• Paid local holidays
• Paid incentive leaves
• HMO Benefit

If you are the one we're looking for, send us your application now. All shortlisted applicants will receive an email from our HR for the next steps of your recruitment process.

You may also review our other job openings