Advanced Technical Support Specialist

13 hours ago

Caloocan City, National Capital Region, Philippines beBeeTechnical Full time $6,500 - $7,000
Job Title: Technical Support Specialist

About the Role:

We are seeking a skilled technical support specialist to join our team. The successful candidate will provide advanced technical support, escalated troubleshooting, and assist in maintaining operational continuity across our systems, hardware, and software platforms.


Key Responsibilities:

  • 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.

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