Help Desk Administrator (Remote - Philippines)
Location
Remote (Philippines)
Employment Type
Full-Time
About Nexplay
Nexplay is a technology solutions provider specializing in managed IT services, cybersecurity, cloud solutions, and strategic technology consulting. We support clients across multiple industries with a strong focus on delivering exceptional customer service, operational excellence, and proactive IT management.
As we continue to grow, we are looking for a highly capable Help Desk Administrator to join our remote support team and serve as a senior escalation resource for our clients and internal technical staff.
Position Overview
The Help Desk Administrator serves as a senior technical resource within Nexplay's Managed Services team. This role is responsible for advanced troubleshooting, systems administration, infrastructure support, cybersecurity remediation, and helping drive technical excellence across client environments.
The ideal candidate combines strong technical expertise with excellent communication skills and a customer-first mindset. This is a fully remote position supporting primarily North American clients.
What You'll Do
Infrastructure & Systems Administration
Monitor and maintain Windows servers, workstations, networks, and cloud environments.
Ensure system uptime, reliability, security, and performance.
Manage Active Directory, Group Policy, Microsoft 365, and user administration.
Administer virtualization platforms, including VMware environments.
Advanced Technical Support
Serve as an escalation point for complex support issues.
Investigate and resolve server, network, application, and endpoint-related problems.
Perform root cause analysis and recommend permanent solutions.
Support patching, upgrades, and maintenance activities.
Security & Compliance
Assist with vulnerability remediation and cybersecurity initiatives.
Support multi-factor authentication, endpoint security, and identity management.
Coordinate with cybersecurity partners and internal security teams.
Ensure systems follow security best practices and compliance requirements.
Monitoring & Automation
Utilize RMM, documentation, and monitoring platforms to proactively identify issues.
Develop PowerShell scripts and automation solutions to improve efficiency.
Track trends and recommend infrastructure improvements.
Client Support & Documentation
Maintain accurate documentation for systems, configurations, and procedures.
Communicate effectively with clients regarding technical issues and resolutions.
Deliver exceptional customer service while managing multiple priorities.
Team Collaboration
Work closely with engineers, project teams, account managers, and security personnel.
Mentor junior technicians and provide technical guidance when needed.
Participate in knowledge sharing and continuous improvement initiatives.
What We're Looking For
Required Qualifications
Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
Minimum 5+ years of experience in:
Help Desk Administration
Systems Administration
Managed Services (MSP) environments
Infrastructure support
Technical Skills
Strong experience with:
Windows Server Administration
Active Directory & Group Policy
Microsoft 365 Administration
Multi-Factor Authentication (MFA)
User & Identity Management
VMware Administration
Patch Management Platforms
Endpoint Security & Vulnerability Remediation
Windows Workstation Support
Network Troubleshooting
Switches, Routers, and Firewalls
PowerShell Scripting
DNS, DHCP, VPN, TCP/IP
RMM Platforms
Experience with one or more of the following:
ConnectWise Automate
ConnectWise RMM
ConnectWise Manage
N-able
SolarWinds
ManageEngine
Cloud experience with:
Microsoft Azure
AWS
Preferred Qualifications
MSP experience supporting multiple clients.
Hospitality industry IT experience.
Cybersecurity exposure, including EDR, vulnerability management, and compliance initiatives.
Experience supporting hybrid and cloud-first environments.
Certifications (Nice to Have)
Microsoft Certified Professional
Azure Administrator Associate
Azure Solutions Architect Expert
Cisco CCNA
CompTIA Network+
CompTIA Security+
VMware Certifications
What Makes You Successful
Strong problem-solving and troubleshooting skills.
Excellent verbal and written English communication.
Highly organized and detail-oriented.
Ability to work independently in a remote environment.
Strong sense of ownership and accountability.
Comfortable supporting executives and end users.
Customer-focused mindset with a passion for technology.
Work Schedule
Permanent Work From Home
Must have a reliable high-speed internet connection
Must have a dedicated and professional home office setup
Ability to work North America business hours when required
Nexplay is a technology solutions provider specializing in managed IT services, cybersecurity, cloud solutions, and strategic technology consulting. The company supports clients across multiple industries with a strong focus on delivering exceptional customer service, operational excellence, and proactive IT management. Nexplay operates a Managed Services team that handles advanced troubleshooting, systems administration, infrastructure support, and cybersecurity remediation for client environments. The company primarily serves North American clients through remote support operations.
