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IT Support Specialist (Level 1&2) - 029 at D2B. Position: . IT Support Specialist (Level 1 & Level 2). Location: . Remote - 100% WFH. Working Hours:. Mondays to Fridays, 7:00am to 4:00pm Philippine Time. Salary range: . PHP 45,000 - PHP 60,000/month - Level 1. PHP 65,000 - PHP 95,000/month - Level 2. Combination (Level 1&2) - upto PHP 95,000/month. Holidays:. TBD. OVERVIEW. The . IT Support Specialist. provides technical support across hardware, software, networks, and cloud environments. This role ensures smooth day-to-day operations for clients by resolving incidents, maintaining systems, and delivering excellent customer service. Level 1 focuses on first-line troubleshooting and routine tasks, while Level 2 handles more complex issues, escalations, and deeper infrastructure support.. RESPONSIBILITIES. Technical Support & Troubleshooting. Provide daily support for client systems including desktops, servers, applications, networks, and cloud services.. Diagnose and resolve technical issues; escalate complex incidents when required.. Maintain strong customer focus by ensuring timely, accurate, and effective resolutions.. Systems Maintenance & Monitoring. Perform proactive tasks such as monitoring, patching, updates, and performance optimisation.. Support private-cloud and hybrid-cloud infrastructure alongside the internal support team.. Client Engagement. Communicate clearly with clients to understand issues, provide updates, and set expectations.. Deliver high-quality service that aligns with client needs and technical standards.. Documentation & Process Improvement. Contribute to knowledge base articles, troubleshooting guides, and internal documentation.. Participate in ongoing improvements to support processes and workflows.. Managing Level 1&2 Support. Level 1:. Handles first-line support, basic troubleshooting, and ticket triage.. Escalates complex issues to Level 2.. Level 2:. Manages complex incidents, root-cause diagnosis, and advanced troubleshooting.. Supports infrastructure-level tasks and provides escalation support for Level 1.. Availability. Participate in on-call rotation and provide after-hours support when required.. QUALIFICATIONS. Technical Skills & Experience. 2–4+ years of experience in IT support, service desk, or infrastructure roles.. Strong knowledge of:. Windows/Mac desktop support. Basic server administration. Network fundamentals (TCP/IP, DNS, DHCP). Active Directory, Group Policy. Microsoft 365 or equivalent cloud platforms. Experience or interest in cloud and hybrid-cloud infrastructure (preferred).. Soft Skills & Attributes. Strong analytical and problem-solving skills with a “get things done” mindset.. Excellent verbal and written communication skills.. Ability to multitask in a dynamic, fast-paced environment.. Customer-focused approach with a desire to improve user experience.. Continuous learner with passion for new technologies and modern infrastructure.. Company Location: Philippines.