Technical Support Specialist

10 hours ago

Mandaue City, Central Visayas, Philippines beBeeSupport Full time $6,470 - $6,860
Technical Support Specialist Role

Pacvue is seeking an experienced technical support specialist to provide advanced technical support, escalated troubleshooting, and assist 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 knowledge base 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.

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