Technical Operations Expert

2 weeks ago

Porac, Philippines beBeeSupport Full time $66,240 - $69,240

Purpose:

Technical Support Specialist

We are seeking a Technical Support Specialist to provide advanced technical support, escalated troubleshooting, and assist in maintaining operational continuity across our systems, hardware, and software platforms.

The ideal candidate will have 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 is also required.

  • Tier 2 Support & Troubleshooting: Handle escalated issues from Tier 1 support, including hardware, software, network, and application issues. Perform root cause analysis and implement permanent solutions.
  • Incident & Request Management: 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.
  • 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 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 (ISO, SOC 2, internal controls) by maintaining secure practices and accurate logs.
Benefits:
  • Competitive salary of $6.50-$6.70 per hour with potential annual performance-based increases
  • Work From Home
  • Annual contractor bonus
  • Comprehensive benefits package includes HMO for the contractor and immediate family (spouse and children) after three months
  • Sick leave and paid time off after three months
  • Maternity/Paternity leave (applicable after six months)
  • Internal training
  • Opportunities for personal and professional growth within a supportive team

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