Advanced Technical Support Specialist

2 days ago

Baguio City, Cordillera, Philippines beBeeTechnical Full time ₱5,500,000 - ₱7,000,000
Job Summary

We are seeking an experienced IT professional to fill the role of Advanced Technical Support Specialist. In this position, you will be responsible for providing expert-level technical support and troubleshooting for end-user devices, software applications, and company infrastructure.

Your key duties will include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point. You will also collaborate with vendors, implement SaaS solutions, address infrastructure alerts, and contribute to continuous process improvement within the IT department.

Responsibilities
  • Troubleshoot issues related to End User Devices including but not limited to: Desktops, Laptops, Mobile Devices, Printers, Scanners, Vendors, Applications, Wi-Fi and more.
  • Troubleshoot issues related to Company Infrastructure such as Office 365, G Suite, Windows Server Environments (2016, 2019), Cloud Infrastructure (Cloud File Storage, Cloud authentication).
  • Follow proper company procedures such as response time, escalation, communication, and documentation.
  • Properly handle your ticket workspace in the help desk system - everything clean, updated, resolved properly, and generally done aesthetically.
  • Provide constant communication proactively to avoid customer frustration or long time on their computers during working hours.
  • Setup of networks during client onboarding or a la carte project.
  • Work with vendor technical support to resolve issues or implement new solutions.
  • Implement SaaS solutions as needed.
  • Attend to infrastructure issues discovered by NOC.
  • Document and improve department processes.
Qualifications
  • 7+ years of IT Experience (Desktop Support, Systems Engineering, Systems Administration).
  • Helpdesk MSP experience.
  • Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
  • End User Support / Desktop Support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, Deployment, MDM.
  • Support of Cloud products: Office 365, SharePoint / OneDrive, Azure, Google.
  • Systems Administration: Knowledge of Microsoft Windows Server Platforms (DC, FS, TS, Print, IIS) as well as Active Directory, Group Policy.
  • Basic Exchange Server, Basic SQL Server.
  • Support of BDR Products: Veeam, Azure, Local NAS.
  • Support of Cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
  • Basic understanding and Support of Storage and Virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
  • Understanding of networking: TCP/IP, LAN / DMZ / WAN, DHCP, DNS, Routing, Switching, VPN and Firewalls.
Requirements
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industry: Outsourcing and Offshoring Consulting

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