Advanced Technical Support Professional

2 weeks ago

Imus, Calabarzon, Philippines beBeeTechnical Full time $6,720 - $6,840
Tier 2 Technical Support Specialist

Pacvue is seeking a skilled Tier 2 Technical Support Specialist to join our Corporate IT team and support our growing global user base. This role provides advanced technical support, escalated troubleshooting, and assists in maintaining operational continuity across our systems, hardware, and software platforms.

This position delivers remote and on-site support for employees globally, with responsibilities that span both end-user services and back-end support tools.

Key Responsibilities:
  • Handle escalated issues from Tier 1 support, including hardware, software, network, and application issues.
  • Perform root cause analysis and implement permanent solutions.
  • Manage and resolve incidents and service requests using ITSM tools, ensuring proper documentation, ticket updates, and timely communication with stakeholders.
  • Configure, deploy, and troubleshoot laptops, desktops, mobile devices, and business-critical software.
  • Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
  • Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
  • Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
  • Ensure smooth onboarding and offboarding by preparing devices, accounts, and resources, coordinating with HR and ITAM for asset handling.
Required Skills and Qualifications:
  • 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.
  • Solid understanding of SAML, SCIM, and OAuth-based application integrations.
  • Experience supporting macOS, Windows 10/11, and Linux environments.
  • Ability to juggle multiple requests, prioritize appropriately, and resolve technical issues independently.
Benefits:
  • Competitive salary with potential annual performance-based increases.
  • Work From Home option.
  • Annual contractor bonus.
  • Comprehensive benefits package includes HMO for the contractor and immediate family after three months.
  • Sick leave and paid time off after three months.
  • Maternity/Paternity leave after six months.
Why Join Us?

We are committed to employing a diverse workforce and welcome qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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