Advanced Technical Support Specialist

3 days ago

Taguig, National Capital Region, Philippines beBeeIT Full time ₱4,500,000 - ₱6,300,000
Technical Support Role Overview

This position involves providing advanced technical support and troubleshooting for end-user devices, software applications, and company infrastructure.

An experienced IT professional responsible for managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point. The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.

Key Responsibilities:
  • Troubleshooting 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 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 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 and Requirements:
  • 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.
Benefits:
  • This is a full-time role with flexible working arrangements, potentially suitable for remote work.
  • The shift schedule can be permanent night shifts.
Additional Details:
  • Seniority level: Mid-Senior level.
  • Job function: Information Technology.
  • Industries: Outsourcing and Offshoring Consulting.

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