D2B is looking for an IT Support Specialist to provide technical support across hardware, software, networks, and cloud environments, ensuring smooth day-to-day operations for clients. You will play a dual role, handling first-line troubleshooting and routine tasks as Level 1, while also managing more complex issues and deeper infrastructure support as Level 2.
What You'll Do
- Provide daily support for client systems including desktops, servers, applications, networks, and cloud services.
- Diagnose and resolve technical issues; escalate complex incidents when required.
- Maintain strong customer focus by ensuring timely, accurate, and effective resolutions.
- Perform proactive tasks such as monitoring, patching, updates, and performance optimisation.
- Support private-cloud and hybrid-cloud infrastructure alongside the internal support team.
- Communicate clearly with clients to understand issues, provide updates, and set expectations.
- Deliver high-quality service that aligns with client needs and technical standards.
- Contribute to knowledge base articles, troubleshooting guides, and internal documentation.
- Participate in ongoing improvements to support processes and workflows.
- As Level 1: Handle first-line support, basic troubleshooting, and ticket triage. Escalate complex issues to Level 2.
- As Level 2: Manage complex incidents, root-cause diagnosis, and advanced troubleshooting. Support infrastructure-level tasks and provide escalation support for Level 1.
- Participate in on-call rotation and provide after-hours support when required.
What We're Looking For
- 2–4+ years of experience in IT support, service desk, or infrastructure roles.
- Strong knowledge of Windows/Mac desktop support.
- Strong knowledge of basic server administration.
- Strong knowledge of network fundamentals (TCP/IP, DNS, DHCP).
- Strong knowledge of Active Directory, Group Policy.
- Strong knowledge of Microsoft 365 or equivalent cloud platforms.
- Strong analytical and problem-solving skills with a 'get things done' mindset.
- Excellent verbal and written communication skills.
- Ability to multitask in a dynamic, fast-paced environment.
- Customer-focused approach with a desire to improve user experience.
- Continuous learner with passion for new technologies and modern infrastructure.
Nice to Have
- Experience or interest in cloud and hybrid-cloud infrastructure.
Technical Stack
- Windows
- Mac
- Active Directory
- Group Policy
- Microsoft 365
- TCP/IP
- DNS
- DHCP
Team & Environment
Works alongside the internal support team.
Benefits & Compensation
- Level 1: PHP 45,000 - PHP 60,000/month
- Level 2: PHP 65,000 - PHP 95,000/month
- Combination (Level 1&2) - up to PHP 95,000/month
Work Mode
This is a global position.
D2B is an equal opportunity employer.
