{"id":1214124,"url":"https://alion.io/job/sourcefit-l2-helpdesk-support","title":"L2 Helpdesk Support","company":{"id":50085,"name":"Sourcefit","domain":"sourcefit.com","url":"https://alion.io/company/sourcefit","size_band":"51-200","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":11000,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":281},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Service Desk","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Hyper-V","optional":true},{"name":"PowerShell","optional":true},{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-25T05:39:18Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-28T05:19:30Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The L2 Helpdesk Support works across Level 2 support, assisting customers and staff by resolving technical issues, fulfilling service desk requests, and analysing incidents that require IT involvement. Serving as a key escalation point for technical assistance on site, over the phone, or by email, you will determine the best solution based on the issue details provided, resolve moderate and complex support requests, and escalate where necessary. You will display a passion for technology combined with a determination to implement and follow best practice.\nWhat’s in it for you?\nHealth Insurance (HMO) \nCompetitive Salary \nAllowances \nPaid Time offs (Unused Vacation Leaves are convertible to cash) \nCompany wide events\nJob Details:\nEastwood Libis, QC (Hybrid Set Up) \nTraining schedule: Monday to Friday: 6 AM to 3 PM \n*Shift after training will vary. The business provides 24/7 coverage. You are expected to be flexible with the shift which includes night shifts, and weekends. \nResponsibilities:\nProvide Level 2 support as an escalation point for technical issues, incidents, service requests, and customer enquiries\nDiagnose and resolve issues using remote troubleshooting, questioning, and appropriate technical analysis\nCapture, manage, update, and close tickets accurately from initial contact through to confirmed resolution\nProvide clear guidance to customers, including correct support channels, troubleshooting steps, and IT product or service information\nEscalate unresolved or high-priority issues to the appropriate specialist or support team\nDocument incidents, resolutions, customer updates, feedback, and knowledge base information clearly and accurately\nIdentify service improvements and support IT project work when required\nParticipate in on-call rotation and support service delivery in line with SLAs, company policies, and procedures\nQualifications:\nAt least 3-5 years of experience in a similar role\nStrong technical troubleshooting skills with the ability to diagnose and resolve moderate to complex issues\nWorking knowledge of office applications, databases, remote support tools, and ticketing systems\nExcellent English communication skills\nAbility to handle multiple helpdesk tickets\nGood documentation skills\nExperience with Active Directory, Microsoft Azure, Microsoft 365, and cloud environments\nMicrosoft Intune experience across endpoint management, device enrollment, application deployment, and policy configuration\nBasic networking troubleshooting skills across DNS, DHCP, Wi-Fi, VPN, connectivity, and printers\nNice to Have:\nExperience supporting Windows and on-premises server environments, including Hyper-V\nExperience with PowerShell scripting and automation\nExperience with Autotask and Datto RMM","description_format":"text","description_chars":2741,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Health insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Professional Services","Recruiting & Staffing","Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-09-25T06:59:47Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":31,"reasons":["conf:0","velocity","win:early"],"computed_at":"2026-09-28T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sourcefit-l2-helpdesk-support","json_url":"https://alion.io/job/sourcefit-l2-helpdesk-support.json","meta":{"generated_at":"2026-09-28T06:34:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4640,"day_limit":5000,"remaining_today":360,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}