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L2 IT Support Officer - Work from home at Twoconnect. . Respond to and resolve Level 2 technical support requests escalated from the helpdesk.. . Troubleshoot and resolve issues related to Active Directory, Microsoft 365, and Azure services.. . Support configuration, monitoring, and troubleshooting of Azure Virtual Machines.. . Maintain user accounts, groups, and permissions within Active Directory and Azure AD.. . Work closely with L1 support to ensure effective knowledge transfer and consistent resolution processes.. . Provide technical support for design and collaboration tools critical to the architecture practice (e.g., Revit, AutoCAD, Bluebeam).. . Support system integrations and ensure minimal disruption across project teams.. . Monitor systems for stability, performance, and security risks, escalating as necessary.. . Contribute to automation and process improvements where appropriate (e.g., scripting in PowerShell).. . Maintain accurate records of support activities, incidents, and resolutions.. . Contribute to internal knowledge bases and SOPs for recurring issues.. . Collaborate with the Documentation Specialist to ensure issues and resolutions are captured and shared with staff.. . Assist in monitoring IT security events and contribute to maintaining compliance frameworks.. . Support implementation of IT policies and security practices aligned with ISO standards.. . . Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent industry experience).. . Minimum 5 years of proven experience in Level 2 IT support or equivalent technical role.. . Strong knowledge of Active Directory, Microsoft 365, and Azure AD.. . Ability to troubleshoot and resolve complex technical issues independently.. . Excellent organisational skills, including incident documentation and knowledge management.. . Strong communication skills with the ability to engage both technical and non-technical staff.. . Experience with Azure Virtual Machines and security tools (e.g., Sentinel) is desirable.. . Familiarity with scripting or automation tools such as PowerShell advantageous.. . Exposure to IT security practices, monitoring, and service management frameworks (e.g., ITIL) also desirable.. . Experience supporting architectural/design software (Revit, AutoCAD, Bluebeam) is a plus.. . Analytical and resourceful problem-solver.. . Team-oriented, able to mentor and support junior IT staff.. . Calm and professional under pressure, especially during system outages or escalations.. . Detail-focused with a commitment to accuracy and security.. . Proactive in identifying opportunities for improvement and automation.. . Company Location: Philippines.