Level 2 IT Support Specialist

Location: Remote (Philippines-based)
Job Type: Full-Time
Monthly Salary: ?40,000 PHP
Annual KPI Bonus: ?20,000 PHP
Paid Leave: 20 days per year
Company: Red IT Solutions

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About Us

Red IT Solutions is a growing IT consultancy delivering high-quality managed services and IT solutions to businesses across Australia. We are seeking a dedicated Remote IT Support Specialist to support our team and clients while working Victoria, Australia business hours. This full-time role is ideal for someone with strong Microsoft skills, excellent English communication, and the ability to manage tasks independently in a remote environment.

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Role Overview

You will manage IT service requests, provide remote support to clients, and work closely with the helpdesk and operations teams. This is a 100% remote role—no onsite travel is required—but it does require professionalism, reliability, and comfort working with both internal teams and end users over the phone.

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Key Responsibilities

Remote Support & Service Execution
• Deliver remote technical support: troubleshoot and resolve hardware, software, and network issues.
• Handle service requests (e.g., user setups, software installations, M365 administration).
• Manage and prioritize tickets and tasks via RMM tools (e.g., N-Central).

Client Communication & Engagement
• Speak confidently and clearly with clients on the phone to resolve issues and provide guidance.
• Identify recurring issues and suggest process or technology improvements.
• Act as a reliable and friendly point of contact for support needs.

Team Collaboration & Process Contribution
• Document solutions and improve internal knowledge base.
• Collaborate with teammates to streamline task workflows.
• Contribute to a positive, team-focused remote work environment.

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Work Conditions & Requirements
• Remote work aligned with Victoria, Australia time zone (AEST).
• You must not hold another job—this is a dedicated, full-time position.
• 20 days of paid leave annually.
• ?20,000 PHP Annual KPI Bonus based on performance.
• Company laptop provided after 6-month probation.
• During probation, you must provide your own machine (which will be re-formatted to company standards).
• Stable internet and reliable power are required.
• Quiet environment suitable for phone calls with no background noise.

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Required Skills & Qualifications
• 3+ years in IT support or similar role.
• Strong Microsoft 365 and Windows OS knowledge.
• Confident managing your own tasks and priorities remotely.
• Familiarity with RMM tools and ticketing systems.
• Fluent spoken and written English—phone confidence is essential.
• A team player who’s dependable, accountable, and proactive.

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Preferred Qualifications
• Certifications: CompTIA A+, Microsoft 365 Fundamentals, etc.
• Background in cybersecurity, backups, endpoint protection.
• Prior experience with an MSP or IT service provider.

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Why Join Red IT Solutions?
• Fully remote role with fixed daytime schedule.
• Supportive team that values growth and performance.
• Clear career progression, learning, and upskilling opportunities.
• Opportunity to contribute meaningfully to a growing IT business.