IT SUPPORT SPECIALIST L2
Make your next big career move by applying as KMC Solutions' next IT SUPPORT SPECIALIST L2
OptimEdge is an IT Strategy and Consulting firm serving the needs of small and mid-market firms seeking to optimize information systems, tighten cybersecurity, ensure compliance, and improve services through AI. We are a small, yet dynamic and growing company dedicated to delivering a premiere service to our clients.
The IT Support Specialist L2 provides advanced technical support and system administration across our internal environment and client-facing systems. This role requires hands-on troubleshooting, Microsoft 365 and Active Directory/Entra ID administration, endpoint security, and clear communication with sensitive clients. You will act as the escalation point for Level 1 support while ensuring client trust, confidentiality, and service excellence.
On top of your salary, here are the exciting benefits you can look forward to:
• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
The main responsibilities of a IT SUPPORT SPECIALIST L2 include:
Advanced Technical Support & Escalations
- Serve as the escalation point for unresolved Level 1 issues, ensuring timely resolution of complex problems.
- Troubleshoot advanced issues across Windows operating systems, Microsoft 365 services, business applications, and endpoint devices.
- Diagnose and resolve hardware, OS, and connectivity problems on desktops, laptops, and peripherals.
- Manage and prioritize tickets to meet agreed service levels.
System Administration & Maintenance
- Administer user accounts, permissions, licenses, and policies in Active Directory and Microsoft 365 (Azure AD, Exchange Online, Teams, SharePoint, OneDrive).
- Manage group policies, security settings, and endpoint configurations.
- Monitor patching, backups, and endpoint security (BitLocker, Intune, antivirus, MFA).
- Conduct proactive maintenance to reduce downtime and improve reliability.
Networking & Connectivity
- Support and troubleshoot network services (DNS, DHCP, VPN, Wi-Fi, LAN).
- Escalate advanced networking or infrastructure issues to senior engineers or vendors.
- Basic troubleshooting on firewalls like Meraki, Fortinet, and SonicWall.
Security & Compliance
- Enforce MFA, encryption, and secure data handling practices.
- Assist in incident triage, including phishing attempts, quarantined emails, or suspicious logins.
- Maintain compliance with client-specific data security requirements.
Collaboration & Knowledge Sharing
- Work closely with senior IT staff on technology upgrades and small-scale rollouts.
- Provide mentoring and guidance to Level 1 support team members.
- Document troubleshooting steps, solutions, and SOPs in the internal knowledge base.
Customer Support & Communication
- Communicate technical solutions clearly to both technical and non-technical users.
- Handle sensitive client interactions with discretion and professionalism.
- Assist with client onboarding, endpoint setup, and user training when needed.
To apply, you must be an expert on the following requirements:
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred.
- Relevant certifications (CompTIA Network+, Security+, Microsoft 365 Certified, ITIL Foundation) are a strong plus.
- 3–5 years in IT support, with at least 1–2 years handling Level 2 escalations.
- Hands-on experience with Microsoft 365, Active Directory, endpoint security, and networking fundamentals.
- Familiarity with backup and recovery solutions.
- Experience with remote management tools (RDP, TeamViewer, Atera, etc.) and ticketing systems.
- A deep interest in AI and how it can apply to business.
- Strong troubleshooting across hardware, software, Microsoft 365, and networking.
- Knowledge of DNS, DHCP, VPN, and endpoint security tools.
- Excellent documentation and communication skills.
- Ability to work independently in a small team and handle sensitive client interactions with discretion.
The successful candidate must submit the following pre-employment requirements
- Scanned copy of valid NBI Clearance
- Accomplished Medical or PEME Slip (covered by KMC)
- 2x2 & Half body picture with white background
- Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
- Photocopy of 2 valid IDs – front & back (government-issued)
- Clear copy of your Birth Certificate (PSA or NSO)
- Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team
Click here to view the complete list of KMC’s pre-employment requirements.
KMC Careers
If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!
We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.
KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.
Work with Us. Grow with Us.
KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.
Our Culture
At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.
We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.
Life within KMC: Work Hard Party Harder
At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.
We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!
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RECRUITMENT PROCESS
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Self-recorded Interview
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Hiring Manager Interview