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Independently manage an L2 ticket queue to provide technical support for hardware, software, and cloud services. Administer Microsoft 365, Azure AD, and Intune while producing regular support reports for leadership.
Requires at least 3 years of IT helpdesk experience with a proven track record in L2 support and ticket ownership. Must be proficient in Windows and Mac environments and available to work US Pacific Time hours.
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.
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.
Desktop Administrator, Azure Administrator Associate, or Apple Certified Support
Professional.
Offshore staffing, BPO, & EOR for growing businesses. Philippines | S. Africa | N. Ireland | DR | Madagascar
Scaling a team without scaling your overhead is one of the hardest problems a growing business faces. Sourcefit exists to solve it. Since 2009, we have helped businesses from start-ups to Fortune 500 firms build dedicated offshore and nearshore teams that operate as genuine extensions of their own workforce. Your team, built to your specifications, managed to your standards. We operate delivery centres across the Philippines, Dominican Republic, South Africa, Madagascar, Armenia, and Belfast, giving clients genuine geographic options and operational continuity that single-country providers cannot offer. Our teams cover customer service, IT, trust and safety, healthcare revenue cycle, accounting, back office, construction administration, digital marketing, data annotation, and more. What makes us different: → Staff work exclusively for you. No shared resources, no rotation. → We manage HR, compliance, and infrastructure. You manage the work. → ISO27001, ISO27701, SOC2, and PCI-DSS certified. Data security is built in, not bolted on. → 2,000+ employees across our delivery network. 15+ years operating across US, APAC, and UK markets. → Recognized as a Great Place to Work® and 2026 Fortress Cybersecurity Award winner in Artificial Intelligence. We operate on transparent, client-friendly commercial terms. No hidden fees, no lock-in surprises. Visit sourcefit.com or contact us directly to start the conversation.
Offices: 19th Floor Exxa Tower, Bridgetowne IT Park, Ugong Norte, C5 Road, Quezon City, Metro Manila, Philippines 1110, PH · 7th Floor Global One, Eastwood City, Bagumbayan, Quezon City, Metro Manila, Philippines 1110, PH · 7th Floor Entec 1, Nepo Center, Angeles City, Pampanga, Philippines 2009, PH · 8th Floor i2 Building, Cebu IT Park, Lahug, Cebu City, Cebu, Philippines 6000, PH · 333 3rd Avenue N, Suite 400, St. Petersburg, Florida, USA 33701, US
Offshore staffing, BPO, & EOR for growing businesses. Philippines | S. Africa | N. Ireland | DR | Madagascar
Scaling a team without scaling your overhead is one of the hardest problems a growing business faces. Sourcefit exists to solve it. Since 2009, we have helped businesses from start-ups to Fortune 500 firms build dedicated offshore and nearshore teams that operate as genuine extensions of their own workforce. Your team, built to your specifications, managed to your standards. We operate delivery centres across the Philippines, Dominican Republic, South Africa, Madagascar, Armenia, and Belfast, giving clients genuine geographic options and operational continuity that single-country providers cannot offer. Our teams cover customer service, IT, trust and safety, healthcare revenue cycle, accounting, back office, construction administration, digital marketing, data annotation, and more. What makes us different: → Staff work exclusively for you. No shared resources, no rotation. → We manage HR, compliance, and infrastructure. You manage the work. → ISO27001, ISO27701, SOC2, and PCI-DSS certified. Data security is built in, not bolted on. → 2,000+ employees across our delivery network. 15+ years operating across US, APAC, and UK markets. → Recognized as a Great Place to Work® and 2026 Fortress Cybersecurity Award winner in Artificial Intelligence. We operate on transparent, client-friendly commercial terms. No hidden fees, no lock-in surprises. Visit sourcefit.com or contact us directly to start the conversation.
Offices: 19th Floor Exxa Tower, Bridgetowne IT Park, Ugong Norte, C5 Road, Quezon City, Metro Manila, Philippines 1110, PH · 7th Floor Global One, Eastwood City, Bagumbayan, Quezon City, Metro Manila, Philippines 1110, PH · 7th Floor Entec 1, Nepo Center, Angeles City, Pampanga, Philippines 2009, PH · 8th Floor i2 Building, Cebu IT Park, Lahug, Cebu City, Cebu, Philippines 6000, PH · 333 3rd Avenue N, Suite 400, St. Petersburg, Florida, USA 33701, US
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