Technical Support Specialist

2 days ago

Cabuyao, Calabarzon, Philippines beBeeSupport Full time $6,000 - $7,000

Technical Support Specialist

This role provides advanced technical support, escalated troubleshooting, and assists in maintaining operational continuity across our systems, hardware, and software platforms.

  • 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.
  • Skills & 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.
  • 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).
    • 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.
  • Additional Information:

Pacvue is committed to employing a diverse workforce. 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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