L2 HELPDESK SUPPORT SPECIALIST
Make your next big career move by applying as KMC Solutions' next L2 HELPDESK SUPPORT SPECIALIST
The L2 Helpdesk Support Specialist serves as an advanced technical resource responsible for resolving escalated tickets, performing complex troubleshooting, and supporting enterprise systems across Microsoft 365, identity management platforms, and endpoint administration. This role requires strong expertise in Microsoft 365, Okta, Intune, macOS/Windows device management, and general networking fundamentals. All support is delivered remotely
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 L2 HELPDESK SUPPORT SPECIALIST include:
- Resolve escalated technical incidents with thorough troubleshooting, root-cause analysis, and long-term corrective actions.
- Manage advanced Microsoft 365 administration tasks, including Exchange, Teams, SharePoint, OneDrive, Office apps, and Intune.
- Administer user and group management across Active Directory and Okta (SSO, MFA, access policies).
- Troubleshoot complex endpoint and application issues across both macOS and Windows environments.
- Support endpoint management using Intune (Windows) and Jamf/Kandji for macOS, including enrollment, compliance, patching, and app deployment.
- Diagnose and resolve network-related issues (DNS, DHCP, basic routing, VPN, certificate errors, website accessibility).
- Provide escalated support for onboarding/offboarding workflows, ensuring proper device provisioning and account lifecycle management.
- Maintain accurate documentation for recurring issues, resolutions, known errors, and troubleshooting guides.
- Identify trends in support requests and recommend process improvements or training opportunities.
- Assist with patch management, application rollout, and compliance tasks as directed by IT Operations/Security.
- Handle complex ticket queues with strong attention to detail and structured troubleshooting.
To apply, you must be an expert on the following requirements:
- 4+ years of IT support experience, with the ability to independently handle L2-level escalations.
- Strong hands-on experience administering Microsoft 365 (Exchange, Teams, SharePoint, Intune, OneDrive, Outlook).
- Proven expertise in Okta—including MFA, SSO, user lifecycle automation, and identity troubleshooting.
- Proficiency with endpoint management for Windows via Intune and macOS via Jamf, Kandji, or similar MDM (enrollment, policy management, patching, app deployment).
- Solid understanding of device lifecycle management and imaging for both macOS and Windows environments.
- Experience supporting enterprise collaboration tools such as Slack and Zoom.
- Basic to intermediate knowledge of networking concepts (DHCP, DNS, IP addressing, VPN, certificates).
- Linux troubleshooting experience (SSH, basic command-line tasks) is a plus.
- Excellent problem-solving skills with a methodical approach to diagnosing complex issues.
- Strong communication skills with a focus on documentation and ticket hygiene.
- Comfortable working independently, including during weekends or after-hours when required.
It will also be favorable if you are knowledgeable in:
- CompTIA Network+ or Security+
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Any equivalent IT support, identity management, or endpoint management certification
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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