Advanced Technical Support Specialist

1 day ago

Calamba, Calabarzon, Philippines beBeetechnical Full time $12,960 - $13,824
Technical Support Expert

About the Role:

This role involves delivering advanced technical assistance, escalated troubleshooting, and ensuring operational continuity across our systems, hardware, and software platforms.

We require this position to provide remote and on-site support for employees globally, with responsibilities spanning both end-user services and back-end support tools.

Key Responsibilities:

  • Tier 2 Support & Troubleshooting — Handle escalated issues from Tier 1 support, including hardware, software, network, and application problems.
  • 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.
  • Compliance & Audits — Support IT audits and compliance efforts by maintaining secure practices and accurate logs.

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