Tier 2 Technical Support Specialist

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

📋 Description

• Act as the primary point of contact for client IT issues received via phone, email, Freshservice, and Slack.

• Record, prioritize, troubleshoot, and resolve support tickets in accordance with documented procedures and knowledge-base articles.

• Identify and resolve Windows and macOS issues related to software, peripherals, Wi-Fi, VPNs, and network connectivity.

• Provide support to users for Microsoft 365 and Google Workspace.

• Ensure accurate ticket documentation, adhere to established workflows, and fulfill SLA commitments.

• Escalate complex, unresolved, or non-standard issues to Level 3 with comprehensive troubleshooting steps and documentation.

• Assist with user onboarding, role transitions, and offboarding processes across JumpCloud, Microsoft 365, and Google Workspace.

• Confirm user identity prior to executing account-related actions.

• Aid with MFA, Cisco Duo, conditional access, and device-compliance remediation efforts.

• Implement least-privilege principles and follow approved access-management procedures.

• Identify and assess phishing reports, suspicious emails, and other potential security threats.

• Review and respond to alerts from endpoint protection and EDR systems.

• Assist in patch management and vulnerability remediation activities.

• Identify and escalate support requests that involve security risks.

• Educate users on fundamental security hygiene and safe technology practices.

• Maintain technical records, security documentation, and compliance evidence.

• Enhance knowledge-base articles based on recurring issues and resolved tickets.

• Identify and report gaps in troubleshooting guidance, access controls, and security procedures.

• Clearly communicate technical findings to users and team members.

⛳️ Requirements

• 2–4 years of experience in Service Desk, Helpdesk, or IT Support with practical Tier 2 troubleshooting skills.

• Strong troubleshooting abilities in both Windows and macOS environments.

• Experience in supporting users of Microsoft 365 and Google Workspace.

• Familiarity with MFA, least privilege principles, phishing indicators, identity and access management, endpoint security, and basic incident response.

• Excellent skills in ticket documentation, prioritization, escalation, and user communication.

• A computer equipped with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or better.

• Minimum internet speed of 40MBPS.

• Headset featuring an extended noise-canceling microphone and webcam.

• Access to a backup computer and internet connection.

• A quiet, dedicated workspace at home.

• A reliable internet connection.

• Personal computer with an Intel Core i5 or similar or a higher operating system.

• Availability for 40 hours per week, from Friday to Tuesday, 8AM to 5PM Manila Time.

🏝️ Benefits

• No benefits package included.