Technical Support Specialist Tier II

1 week ago

Cebu City, Central Visayas, Philippines Staff4Me Full time

The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem.

Ideal candidates are well versed in networking basics (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically. A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.

Responsibilities:
  • Liaise with staff, property management groups, ISP's, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties.
  • Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues.
  • Adhere to general and property specific service level agreements (SLAs).
  • Address and handle Tier 1 and outsourced/overflow support ticket escalations.
  • Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution.
  • Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients.
  • Deliver ongoing training and development of Tier 1 agents.
  • Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions.
  • Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently.
  • Offer "frontline" insight to Tier 3 agents and support managers to ensure best practices and SOP's are developed or modified to achieve maximum efficiency and employee satisfaction.
  • With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems.
Minimum Requirements:
  • Must have good to excellent English communication skills (both written and oral).
  • Bachelor's degree or equivalent work experience with networking.
  • 3+ years of experience providing technical support and/or customer service.
  • Ability to maintain regular consistent, punctual, and professional attendance.
  • Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy.
  • Experience with troubleshooting and documenting network-related problems.
  • Experience with quality assurance or desktop support.
  • CCENT, CCNA, CCNP, Network+, etc.
  • A strong command of the English language, both verbal and written (fluency in other languages is an asset).
PREFERRED EXPERIENCE:
  • Comfort/experience with Linux-based systems and basic programming/scripting skills are welcomed.
  • Knowledge in troubleshooting using Aruba, Ruckus Virtual SmartZone, Eleven OS, Cisco Meraki.
#J-18808-Ljbffr

  • Technical Support Engineer Tier II

    2 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Staff4Me is seeking a Technical Support Engineer Tier II to join our dynamic support team. As a Tier II engineer, you will handle complex technical issues and provide expert guidance to our customers, ensuring they receive high-quality support. You will work closely with both customers and Tier I engineers, playing a crucial role in maintaining customer...

  • Tier 2 Technical Support Expert

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeSpecialist Full time $68,080 - $68,640

    Advanced Technical Support SpecialistAbout the Role:This position is responsible for providing advanced technical support, escalated troubleshooting, and maintenance of operational continuity across systems, hardware, and software platforms.The successful candidate will work closely with Tier 1 support, system administrators, and other IT functions to ensure...

  • Tier 1 Technical Engineer

    2 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Tier 1 Technical Engineer - NetStaff4Me is seeking a dedicated and detail-oriented Tier 1 Technical Engineer specializing in networking to join our team. This role involves providing first-level technical support to clients, focusing on networking issues and solutions. You will troubleshoot and resolve client inquiries effectively using your technical...

  • Tier 1Technical Support Engineer

    3 weeks ago

    Cebu City, Central Visayas, Philippines Staff4Me Full time

    Tier 1Technical Support EngineerOverviewStaff4Me is seeking a motivated and friendly Tier 1 Technical Support Engineer to join our growing support team. In this role, you will serve as the initial contact for customers seeking assistance with our products and services.ResponsibilitiesCheck emails – respond to emails within 20 minutes.Set up follow ups for...

  • Technical Support Expert

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱24,000 - ₱32,000

    Technical Support SpecialistAbout the RoleWe are seeking a skilled and detail-oriented Technical Support Specialist to join our support team. As the primary point of contact for customers, you will be responsible for resolving technical issues and providing exceptional customer service.Key Responsibilities:Respond to customer inquiries via email within 20...

  • Technical Support Specialist

    7 days ago

    Mandaue City, Central Visayas, Philippines beBeeSupport Full time $6,470 - $6,860

    Technical Support Specialist RolePacvue is seeking an experienced technical support specialist to provide advanced technical support, escalated troubleshooting, and assist in maintaining operational continuity across our systems, hardware, and software platforms.Tier 2 Support & Troubleshooting: Handle escalated issues from tier 1 support, including...

  • Customer Support Specialist

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeTechnical Full time $90,000 - $105,000

    Job SummaryThe Technical Support Representative, Tier 2 role plays a pivotal part in our organization's support structure.We are seeking a skilled and dedicated individual to join our team as a Technical Support Representative, Tier 2. This position is an excellent opportunity for someone looking to develop their technical expertise and provide top-notch...

  • Network Operations Engineer

    7 days ago

    Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱800,000 - ₱1,500,000

    The role of a Technical Support Specialist Tier II involves providing local and remote network support to meet service level agreements.They troubleshoot and resolve hardware, software, application, network, user access, and related issues on a daily basis.Key Responsibilities:Collaborate with staff, property management groups, ISPs, and other vendors to...

  • Chief Technical Support Specialist

    1 week ago

    Cebu City, Central Visayas, Philippines beBeeIT Specialist Full time $68,000 - $79,000

    Key IT RoleThis position focuses on delivering high-quality technical support to employees, ensuring seamless collaboration between teams and facilitating the efficient operation of enterprise systems.The ideal candidate will possess strong problem-solving skills, be proficient in managing complex IT operations, and have excellent communication abilities to...

  • Tier 1 Tech Engineer

    2 weeks ago

    Cebu City, Central Visayas, Philippines CallTek Full time

    OverviewThe Tier 1 Tech Engineer at Staff4Me is the first line of support for technical issues encountered by our customers and internal teams. You will be responsible for troubleshooting, diagnosing, and resolving common technical problems while providing excellent customer service. Your role will involve using established procedures and tools to assist in...