IT Support Specialist II

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Diagnose and resolve issues with Windows devices, Microsoft 365, network infrastructure, and VoIP systems.

• Act as the main technical point of contact for clients.

• Oversee client communication, foster relationships, and set realistic expectations.

• Organize and prioritize the ticket queue effectively.

• Manage warm transfer escalations efficiently.

• Develop and enhance knowledge-base documentation.

• Facilitate communication between clients and vendors to ensure prompt incident resolution.

• Engage in weekly meetings and participate in team-led training sessions.

• Maintain accountability, deliver proactive service, and provide high-quality customer support.

⛳️ Requirements

• Practical experience in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.

• Extensive knowledge of Microsoft 365, Hyper-V, DNS, and DHCP.

• Understanding of advanced networking concepts.

• Capability to troubleshoot firewalls, switches, and Wi-Fi networks.

• Demonstrated ability to deliver outstanding customer service, establish trust, and navigate challenging situations.

• Proven history of producing comprehensive internal documentation.

• Familiarity with remote access solutions such as Remote Desktop and RemoteApps.

• Willingness to learn and a collaborative mindset.

• Availability to work from 9 am to 6 pm EST (New York City time zone).

🏝️ Benefits

• Access to top-tier tools and valuable documentation.

• Opportunities for team-led training and professional development.

• Exposure to innovative technology.

• Support for ongoing professional growth.

• A collaborative team environment that values employee input and ideas.