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IT Support / Security Operations

Level 2 IT Support Specialist

RemoteFull-Time45 hours per week, after-hours coverage on the client's schedule (exact hours to be confirmed during hiring)

This role is open to applicants based in the Philippines only. You will give after-hours Level 2 IT support to a client's established IT team: investigate and resolve complex incidents across DNS and network connectivity, Microsoft Azure, Microsoft Intune, Microsoft Entra ID and Microsoft 365, find the root cause, and document every ticket clearly. At least four years of hands-on IT support with real Level 2 responsibilities and excellent written and spoken English are required. The role is 45 hours per week on an after-hours schedule.

Remote, full-time Level 2 IT support role based in the Philippines: provide after-hours coverage for a client's IT team, troubleshoot DNS, network, Azure, Intune, Entra ID and Microsoft 365 issues, find root causes and document every ticket clearly.

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About this role

This is a full-time, remote role based in the Philippines. You will provide after-hours technical support for a client's IT environment, reducing the workload of the existing IT team by covering the hours when they are offline. The role goes well beyond basic Level 1 help desk work: you will independently investigate and resolve complex incidents spanning DNS and network connectivity, Microsoft Azure cloud environments, Microsoft Intune endpoint management, Microsoft Entra ID and Microsoft 365 user access, identify root causes, implement solutions, and escalate infrastructure-level issues with full troubleshooting notes when required. Documentation is a critical, non-negotiable part of the job: you will keep detailed ticket records, create or update knowledge base articles and SOPs, and leave clear handover notes for any issue that is still open at the end of your shift. The ideal candidate has at least four years of hands-on IT support experience with proven Level 2 responsibilities, strong analytical and problem-solving skills, and excellent written and spoken English. Experience in a managed service provider (MSP) or multi-client environment and relevant Microsoft or CompTIA certifications are a plus. The role is 45 hours per week on an after-hours schedule set by the client.

What you’ll do

  • Investigate and resolve complex IT incidents that go beyond basic Level 1 help desk tasks, working independently during after-hours shifts
  • Diagnose DNS resolution failures and network connectivity problems with standard tools such as nslookup, ipconfig, ping and tracert, including A, CNAME, MX and TXT record issues
  • Administer and troubleshoot Microsoft Azure environments
  • Support identity and access management in Microsoft Entra ID (formerly Azure Active Directory): users, groups, roles and authentication
  • Configure and troubleshoot Microsoft Intune policies, device enrollment, compliance and endpoint management
  • Provide Windows endpoint support and diagnostics
  • Resolve Microsoft 365 authentication, MFA, account synchronization and access issues
  • Identify root causes, implement solutions and record the corrective actions taken
  • Maintain detailed ticket records and manage tickets in the IT ticketing system
  • Create or update knowledge base articles and SOPs
  • Escalate infrastructure-level issues with full troubleshooting notes and leave clear handover notes for unresolved issues

What we’re looking for

  • 4+ years of professional IT support experience with demonstrated hands-on Level 2 responsibilities (not limited to Level 1 or basic help desk work)
  • Strong Level 2 troubleshooting: complex incident investigation and root cause analysis
  • DNS troubleshooting (nslookup, ipconfig, ping, tracert; A, CNAME, MX and TXT records; propagation and resolution failures)
  • Microsoft Azure administration and troubleshooting
  • Microsoft Entra ID (formerly Azure Active Directory): users, groups, roles and authentication
  • Microsoft Intune: policy configuration, device enrollment, compliance and endpoint management
  • Windows endpoint support and diagnostics
  • Microsoft 365 user account, authentication and access support
  • Clear technical documentation of symptoms, root cause, corrective actions and resolutions
  • IT ticketing and ticket management
  • Least-privilege access and IT security policy compliance
  • Excellent written and spoken English communication
  • Ability to work independently during after-hours shifts

Nice to have

  • Managed Service Provider (MSP) or IT services environment experience
  • Experience supporting multiple clients or business environments
  • Microsoft 365 administration
  • Endpoint security, device compliance and conditional access policies
  • IT service management (ITSM) platform experience
  • Remote Monitoring and Management (RMM) tool familiarity
  • Microsoft Azure certification (AZ-900, AZ-104 or similar)
  • Microsoft 365 certification (MS-900, MS-365 or similar)
  • CompTIA certifications (A+, Network+, Security+)
  • Experience creating knowledge base articles, SOPs and troubleshooting guides

About F5 Global Talent

F5 Global Talent is a people-first company that hires experienced professionals and places them in long-term, fully remote roles with leading U.S. companies. We are your direct employer of record — we handle payroll, equipment, HR, and ongoing support, so you can focus on doing your best work. To date we have placed 500+ professionals, and 98% remain with their role past the first 90 days.

Apply for this role

Full-time, remote, based in the Philippines. Complete the six steps below - it takes about forty minutes.

This role is open to applicants based in the Philippines only. You will give after-hours Level 2 IT support to a client's established IT team: investigate and resolve complex incidents across DNS and network connectivity, Microsoft Azure, Microsoft Intune, Microsoft Entra ID and Microsoft 365, find the root cause, and document every ticket clearly. At least four years of hands-on IT support with real Level 2 responsibilities and excellent written and spoken English are required. The role is 45 hours per week on an after-hours schedule.

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