Advanced Technical Support Specialist

2 days ago

Angeles City, Central Luzon, Philippines beBeeSupport Full time $13,140 - $13,860
Job Summary:

We are seeking an experienced technical support specialist to join our team. This role will provide advanced technical support, escalated troubleshooting, and assist in maintaining operational continuity across our systems, hardware, and software platforms.

The ideal candidate will have a solid understanding of IT systems, excellent problem-solving skills, and the ability to work independently with minimal supervision. They will also be able to collaborate with cross-functional teams, including engineering, security, and vendor support teams.


Key Responsibilities:
  • Technical Support & Troubleshooting: Handle escalated issues from Tier 1 support, perform root cause analysis, and implement permanent solutions.
  • Incident & Request Management: Manage and resolve incidents and service requests using ITSM tools, ensuring proper documentation, ticket updates, and timely communication with stakeholders.
  • Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices, and business-critical software.
  • Account & Access Management: Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
  • System Maintenance: Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
  • Knowledgebase & Documentation: Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
  • Onboarding & Offboarding Support: Ensure smooth onboarding and offboarding by preparing devices, accounts, and resources, coordinating with HR and ITAM for asset handling.
  • Collaboration & Escalation: Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.

Requirements:
  • Familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, and Atlassian Jira/Confluence.
  • Solid understanding of IAM platforms such as Okta.
  • Experience supporting macOS, Windows 10/11, and Linux environments.
  • Ability to juggle multiple requests, prioritize appropriately, and resolve technical issues independently.

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