Advanced Technical Support Professional

1 day ago

Province of Palawan, Mimaropa, Philippines beBeeSupport Full time $8,220 - $13,700
Technical Support Specialist Job Description

Pacvue is seeking an experienced Technical Support Specialist to join our Corporate IT team and provide advanced technical support, escalated troubleshooting, and maintain operational continuity across our systems, hardware, and software platforms.

This role provides a unique opportunity to work with a dynamic IT environment, collaborate with engineering, security, and vendor support teams, and ensure efficient issue resolution, system reliability, and user satisfaction.

Job 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, ensuring proper documentation, ticket updates, and timely communication with stakeholders.
  • Hardware & Software Support: Configure, deploy, and troubleshoot laptops, desktops, mobile devices, 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.
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.
  • Working knowledge of system provisioning, OS configuration, and patch management.
  • Proactive approach to continuous learning and problem-solving in a dynamic IT environment.
  • Coursework in IT or a related field, or an equivalent combination of skills and experience.
Benefits:
  • Competitive salary 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.
About Us:

We are committed to employing a diverse workforce and promoting a culture of inclusivity and respect. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.

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