Senior Technical Support Specialist

1 week ago

Pasig, National Capital Region, Philippines beBeeSupport Full time $18,720 - $27,360
Technical Support Specialist

Provide advanced technical support to our growing global user base, troubleshooting hardware, software, network, and application issues. Perform root cause analysis and implement permanent solutions.

Key Responsibilities:
  • Tier 2 Support & Troubleshooting: Handle escalated issues from Tier 1 support, including configuration, deployment, and troubleshooting of laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software.
  • 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 (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: 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.
  • Compliance & Audits: Support IT audits and compliance efforts by maintaining secure practices and accurate logs.
Requirements:
  • Experience supporting and managing IAM platforms such as Okta, including Universal Directory, SSO, MFA, and application assignments.
  • Familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom, and Slack.
  • Solid understanding of SAML, SCIM, and OAuth-based application integrations.
  • Experience supporting macOS, Windows 10/11, and Linux environments.
  • Ability to juggle multiple requests, prioritize appropriately, and resolve technical issues independently.
  • Working knowledge of system provisioning, OS configuration, and patch management.
  • Proactive approach to continuous learning and problem-solving in a dynamic IT environment.
  • Coursework in IT or a related field, or an equivalent combination of skills and experience.
Benefits:
  • Competitive salary with potential annual performance-based increases.
  • Work From Home option.
  • Annual contractor bonus.
  • Comprehensive benefits package includes HMO for the contractor and immediate family after three months.
  • Sick leave and paid time off after three months.
  • Maternity/Paternity leave after six months.
  • Internal training opportunities.
  • Pacvue is committed to employing a diverse workforce and promoting equal employment opportunity.

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