Advanced Technical Support Professional

2 days ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time $650 - $6,840

We are seeking a highly skilled Technical Support Specialist to join our team. This is an exciting opportunity for someone who thrives in a fast-paced environment and is passionate about delivering exceptional customer service.

Job Summary

This role will be responsible for providing advanced technical support, escalated troubleshooting, and assisting in maintaining operational continuity across our systems, hardware, and software platforms.

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

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.

Required Skills and Qualifications
  • Technical skills: Proficiency in ITSM tools, software troubleshooting, hardware maintenance, and operating systems (Windows, macOS, iOS, Android).
  • Communication skills: Excellent written and verbal communication skills, with the ability to articulate complex technical information to non-technical stakeholders.
  • Problem-solving skills: Strong analytical and problem-solving skills, with the ability to think critically and develop creative solutions.
  • Teamwork skills: Proven ability to work collaboratively with cross-functional teams, including engineering, security, and vendor support.
Benefits

We offer a competitive salary and benefits package, including:

  • A comprehensive health insurance plan.
  • A retirement savings plan.
  • Generous paid time off and holidays.
  • Ongoing training and professional development opportunities.

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