Tier 2 Technical Support Specialist

• Serve as a frontline contact for client IT issues received through phone, email, Freshservice, and Slack
• Log, prioritize, troubleshoot, and resolve support tickets using documented procedures and knowledge-base articles
• Diagnose Windows and macOS issues involving software, peripherals, Wi-Fi, VPNs, and network connectivity
• Support users with Microsoft 365 and Google Workspace
• Maintain accurate ticket notes, follow established workflows, and meet SLA expectations
• Escalate unresolved, complex, or non-standard issues to Level 3 with clear troubleshooting steps and documentation
• Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace
• Verify user identity before account-related actions
• Assist with MFA, Cisco Duo, conditional access, and device-compliance remediation
• Apply least-privilege principles and approved access-management procedures
• Recognize and triage phishing reports, suspicious emails, and other potential security concerns
• Review and respond to endpoint protection and EDR alerts
• Assist with patch management and vulnerability remediation
• Identify and escalate support requests involving security risks
• Coach users on basic security hygiene and safe technology practices
• Maintain technical records, security documentation, and compliance evidence
• Improve knowledge-base articles based on recurring issues and resolved tickets
• Flag gaps in troubleshooting guidance, access controls, and security procedures
• Communicate technical findings clearly to users and teammates

• 2–4 years of Service Desk, Helpdesk, or IT Support experience with hands-on Tier 2 troubleshooting
• Strong practical troubleshooting skills across Windows and macOS environments
• Experience supporting Microsoft 365 and Google Workspace users
• Working knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security, and basic incident response
• Strong ticket documentation, prioritization, escalation, and user communication skills
• Computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher
• Internet speed of at least 40MBPS
• Headset with an extended noise-canceling mic and webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home
• Reliable internet connection
• Own computer with Intel Core i5 or similar or higher operating system
• Availability for 40 hours per week, Friday–Tuesday, 8AM–5PM Manila Time

• No benefits package included