Help Desk Administrator

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