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Senior IT Helpdesk Technician L2 at Sourcefit

Sourcefit DR

Role overview

Qualifications

  • Minimum of 3 years of IT Helpdesk/Technical Support experience
  • Strong, professional English communication skills
  • Hands-on administration experience with Microsoft 365, Azure AD / Entra ID, and Intune
  • Solid working knowledge of Active Directory and Windows Server

Responsibilities

  • Independently manage an assigned ticket queue from intake through closure
  • Provide L2 technical support for hardware, software, Microsoft 365, and network connectivity
  • Document all cases clearly within the company’s ticketing platform
  • Produce weekly support reports summarizing ticket volume and recurring issues

About the company

Sourcefit DR logo

Sourcefit DR

Outsourcing & Offshoring

Sourcefit is focused on providing custom offshore solutions. We help companies large and small to lower costs and increase productivity by providing highly-skilled, highly-motivated staff who can match the performance of onshore staff at a fraction of the cost. At Sourcefit, we understand that successful outsourcing requires more than just great staff. We are committed to working closely with you every step of the way to understand your goals and seamlessly transfer your business culture and successful business processes to an offshore environment. At Sourcefit there is never any obligation until you're comfortable you've found the perfect fit for your business needs. We offer various levels of operational and project management depending on your needs. You supply the vision and we handle the rest: from recruiting and pre–screening of candidates, providing all necessary office support, equipment and infrastructure, as well as end to end HR management.Established by Andy Schachtel, an American entrepreneur with over 20 years of experience in outsourcing both as a client and as a service provider, Sourcefit currently has over 1500 employees and is growing steadily. In light of this rapid growth, Sourcefit remains dedicated to preserving its entrepreneurial start-up spirit, actively nurturing innovation and agility in its operations, with branches in the Philippines, Armenia, the Dominican Republic, and South Africa. Above all, Sourcefit endeavors to make sure that each of our clients feel that they have our undivided attention and provide them with customized solutions that fit their business.Contact us today for a free consultation.Visit sourcefit.com to find out how our services can help you grow your business.For information and updates on outsourcing, offshoring, productivity and cost-effective business solutions, visit Sourcefit's official channels:http://www.sourcefit.comFacebook, Instagram, Twitter, Youtube, Tiktok: @SourcefitPH

Company details

IndustryOutsourcing & Offshoring
Company size11 - 50

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Job description

Position Summary:
The ideal candidate is a proactive and independent IT professional who can manage their ticket queue from start to finish with minimal supervision. They will act as a reliable point of contact for employees, providing timely support, resolving escalated issues, and maintaining clear communication throughout the process. This role requires strong technical skills with Mac and/or Windows environments, hands-on experience with Microsoft 365, Azure AD/Entra ID, and Intune, as well as proficiency in using ticketing systems. The candidate should be capable of producing regular reports and ensuring a smooth and efficient support experience for end users.

Job Details

Work Setup: Work from home
Schedule: Monday to Friday, 8:00 AM to 5:00 PM PST
Holidays: US Holidays.


Key Responsibilities:

  • • 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.

  • Required Qualifications:

    • 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.

    Preferred Qualifications

    • Relevant certifications such as CompTIA A+/Network+, Microsoft 365 Certified: Modern

    Desktop Administrator, Azure Administrator Associate, or Apple Certified Support

    Professional.

    • Experience supporting a US-based media, publishing, or events company.

    • Exposure to basic networking (VPN, Wi-Fi, firewalls) and endpoint security tools.

    • Experience building dashboards or reports from ticketing system data.

    •

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    Marcus Rivera

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