L2 Technical Support

L2 Technical Support Get AI-powered advice on this job and more exclusive features. Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses Worldwide Are you ready to be part of a professional community that is powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further – hammerjack has the perfect opportunity for you Role: L2 Technical Support About Us At hammerjack, we’re not just another outsourcing company – we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale. Our Impact Over the years, we’ve built workplaces that empower employees to thrive, contributing in meaningful ways to the success and culture of companies around the globe. With our focus on professional services and our people‑first culture, hammerjack has become a trusted partner for businesses and professionals alike, humanizing the outsourcing industry one connection at a time. Job Overview The Level 2 Technical Support Specialist will provide advanced troubleshooting, system administration, and escalation support. This role involves diagnosing and resolving complex technical issues escalated from Level 1, implementing system improvements, and supporting infrastructure maintenance and deployments. The ideal candidate will have strong technical expertise across networks, systems, and applications, along with a commitment to delivering exceptional service to end users. Duties and Responsibilities Handle escalated tickets from Level 1 support and resolve issues within agreed SLAs Provide advanced troubleshooting for: Windows and macOS systems Microsoft 365, Exchange Online, Teams, and SharePoint Network configurations (LAN/WAN, switches, routers, firewalls) Server environments (Windows Server, Azure AD, basic virtualization) Backup and security systems Perform system administration tasks such as user provisioning, group policy configuration, and permissions management Monitor and maintain IT infrastructure, including endpoints, network devices, and cloud systems Assist with the deployment of new hardware, software, and security updates Document resolutions, create technical guides, and contribute to the knowledge base Provide mentoring and technical guidance to Level 1 team members Collaborate with vendors or external partners for escalated support issues Qualifications Certificate, Diploma, or Bachelor’s degree in Information Technology, Computer Engineering, or related field 3–5 years of experience in IT support or systems administration Advanced knowledge of: Microsoft 365 and Azure environments Active Directory and Group Policy Management Networking concepts (TCP/IP, DNS, DHCP, VPN, firewalls) Server management and virtualization (VMware, Hyper‑V) Familiarity with remote monitoring and management tools Strong diagnostic and analytical skills with the ability to work independently Excellent communication and documentation skills Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, or Azure Fundamentals are advantageous Benefits Flexibility : Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work‑life balance Inspiring Workspaces : Our offices are strategically located and designed to fuel your best work. Free Unlimited Barista Coffee and Booze : Enjoy refreshments from our cafe and beverage bar. Dynamic Open Spaces : Conducive for productivity and creativity. State-of-the-Art Security : Ensuring your safety and peace of mind. Game Rooms : Take a break and unwind with our recreational facilities. Competitive Compensation : Your talents deserve to be rewarded We help you negotiate with our clients. Professional Growth : Access to ongoing training and development opportunities to help you reach your full potential. A Supportive Community : Join a diverse and inclusive team that's dedicated to your success. Global Impact : Be part of something bigger and make a difference on a global scale. Ready to Make a Difference? If you’re ready to join a dynamic team and be part of something truly special, we want to hear from you Apply directly on this job ad, and let’s forge a brighter future together. hammerjack is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. #J-18808-Ljbffr