Technical Support Specialist

1 week ago

Manila, National Capital Region, Philippines beBeeEngineering Full time ₱600,000 - ₱900,000

Job Description:

The role of a Technical Support Specialist involves providing advanced technical support and troubleshooting for end-user devices, software applications, and company infrastructure.

Key responsibilities 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.

Responsibilities:
  • Troubleshoot issues related to End User Devices including 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 ticket workspace in the help desk system.
  • Provide constant proactive communication to avoid customer frustration or long time on their computers during working hours.
  • Setup of networks during client onboarding or an 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.
  • 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 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.
  • 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:

  • Willing to accept a long-term work-from-home arrangement.
  • Amenable to a permanent night shift schedule.

Additional Details:

  • Seniority level: Mid-Senior level.
  • Employment type: Full-time.
  • Job function: Information Technology.
  • Industries: Outsourcing and Offshoring Consulting.

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