L2/L3 Technical Support Engineer

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

📋 Description

• Provide timely responses to user inquiries and offer advanced technical support through phone, email, or remote assistance.

• Identify and resolve hardware and software problems related to desktops, laptops, printers, peripherals, and mobile devices.

• Utilize remote monitoring and management tools alongside diagnostic utilities to address support requests.

• Troubleshoot issues with spam filters, Office 365, Microsoft Exchange, and other email solutions.

• Diagnose and resolve problems related to firewalls, routers, and network connectivity.

• Administer servers utilizing Active Directory, File & Print services, DNS, and DHCP.

• Escalate incidents to the appropriate teams or vendors when necessary.

• Set up and deploy new PCs and printers efficiently.

• Create new user accounts and maintain information within Active Directory.

• Install, configure, and troubleshoot operating systems, software applications, and user accounts.

• Assist with the procurement, installation, and inventory management of IT equipment.

• Document technical procedures, configurations, and troubleshooting steps thoroughly.

• Deliver customer-oriented verbal and written IT support.

• Take part in an on-call rotation outside of regular business hours.

• Prioritize incidents and service requests in accordance with established processes and SLAs.

• Train and guide users on the effective and secure use of IT resources.

• Stay updated on emerging technologies and industry trends.

• Perform additional duties as assigned.

⛳️ Requirements

• An associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.

• A minimum of 5 years of experience as an IT Support Technician or in a similar role.

• Experience with Managed Service Providers (MSP) is preferred.

• Solid understanding of computer hardware, software, and networking principles.

• Proficient in troubleshooting technical issues and delivering timely solutions.

• Familiarity with Windows and Mac operating systems, Microsoft Office Suite, and other common software applications.

• Knowledge of virtualization technologies, including Hyper-V and VMware.

• Understanding of network protocols such as TCP/IP, DNS, DHCP, and VPN.

• Experience with Active Directory, Office 365, Azure AD, and user account management.

• Strong communication abilities, with a professional demeanor when interacting with users from various client locations.

• Excellent problem-solving capabilities and keen attention to detail.

• Ability to work independently and effectively prioritize tasks in a fast-paced environment.

• Strong organizational and time management skills.

• Relevant IT certifications such as CompTIA A+, CompTIA Network+, and CompTIA Security+ are preferred.

🏝️ Benefits

• Opportunities for growth and advancement.

• HMO - Maxicare.