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Level 2 Tech Support

2 months ago

Manila, National Capital Region, Philippines Staff Domain Inc Full time
Job Summary:

We are seeking a skilled Level 2 Tech Support professional to provide first and second-tier technical assistance on computer systems. You will handle queries ranging from basic to complex technical issues and offer advice to resolve them efficiently.
A successful Level 2 IT Support must have solid technical knowledge and strong communication skills to understand problems and explain solutions effectively. Additionally, they must be customer-focused, patient when dealing with difficult clients, and able to handle escalated calls. The goal is to deliver value to clients that will enhance the company's reputation and sustain business growth.

Job Description:
Tech-savvy with expertise in office automation products, databases, and remote control tools.Provide technical recommendations based on customer requirements, supporting a shift from break-fix to a customer solution-focused operation.Install and configure computer hardware, software, systems, networks, account creation, password resets, and more.Conduct troubleshooting, from basic to complex, using diagnostic questionnaires to determine support level.Escalate tickets to Level 3 support when necessary.Take escalated calls from Level 1 support.Develop expertise in Datto, Amazon, Microsoft products, and similar technologies.Structure problems and design solutions that customers understand and support.Respond promptly to service issues and technical support requests.Test and implement new technology.Pass customer feedback and suggestions to relevant internal teams.Identify and suggest improvements for processes and procedures.Job Qualifications:
Minimum of 3+ years of relevant experience in an Australian MSP environment.Bachelor's/College Degree in Information Technology, Service Desk, or related field.Experience with Datto, Amazon, Microsoft, and similar products is a plus.Strong technical proficiency in office automation products, databases, and remote control tools.Understanding of escalation processes and cycles.Proficiency in diagnosing and resolving basic technical issues.Experience with Microsoft Office 365 suite, including Word, Excel, SharePoint, and Outlook.Familiarity with softphone systems such as 3cx, Telstra, or similar.Ability to multitask, meet deadlines, and prioritize tasks effectively.Strong verbal and written communication skills.Self-motivated, with the ability to work independently.Team player with excellent customer service and presentation skills.Additional Job Details:Set-up and Location: WFH/Remote
Work Schedule: 9:00 AM to 6:00 PM (AEDT) | 7:00 AM to 4:00 PM (PH Time)
Employment Type: Full-time

All interviews and other hiring requirements are done virtually or through video calls or emails.