Advanced Technical Support Specialist

2 weeks ago

Imus, Calabarzon, Philippines beBeeTechnical Full time $7,840 - $13,720
Job Title: Technical Support Specialist

The ideal candidate will be responsible for providing advanced technical support, escalating complex issues, and maintaining operational continuity across our systems, hardware, and software platforms.

Key Responsibilities:
  • Tier 2 Support & Troubleshooting: Handle escalated technical issues from Tier 1 support, including hardware, software, network, and application problems. Perform root cause analysis and implement permanent solutions.
  • Incident & Request Management: Manage and resolve incidents and service requests using ITSM tools (e.g., Jira Service Management), ensuring proper documentation, ticket updates, and timely communication with stakeholders.
  • Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), 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.

The ideal candidate should have experience supporting and managing IAM platforms, familiarity with enterprise applications like Microsoft 365, Intune MDM, and Atlassian Jira/Confluence, and a solid understanding of SAML, SCIM, and OAuth-based application integrations. They should also be able to juggle multiple requests, prioritize appropriately, and resolve technical issues independently.

This is an entry-level position delivering remote and on-site support for employees globally. We offer a competitive salary with potential annual performance-based increases, work-from-home opportunities, and a comprehensive benefits package.

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