Advanced Technical Support Expert

2 days ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time $40,320 - $43,200
Technical Support Specialist Job Description

This role requires advanced technical support, escalated troubleshooting, and the ability to maintain operational continuity across systems, hardware, and software platforms.

About the Position:
  • Provide Tier 2 support and troubleshooting for escalated issues from Tier 1 support, including hardware, software, network, and application issues.
  • 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.
  • Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software.
  • Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
  • Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
  • Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
  • Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.

The ideal candidate will have experience supporting and managing IAM platforms such as Okta, enterprise applications like Microsoft 365, Intune MDM, Kandji, and a solid understanding of SAML, SCIM, and OAuth-based application integrations.

Requirements:
  • Experience in technical support and troubleshooting.
  • Familiarity with ITSM tools and SSO platforms.
  • Ability to work independently and collaboratively as part of a team.
  • Strong problem-solving skills and attention to detail.
  • Excellent communication and customer service skills.

Pacvue is an equal opportunities employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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