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IT Support Specialist Tier 2

2 weeks ago

Manila, National Capital Region, Philippines KMC Solutions Full time ₱900,000 - ₱1,200,000 per year

We are seeking a highly skilled Level 2 IT Support Specialist to provide advanced technical assistance, manage escalations, and resolve complex hardware, software, and network-related issues. This role is key to ensuring smooth IT operations and delivering exceptional support to both internal teams and external customers. The ideal candidate will have deep troubleshooting expertise, strong problem-solving skills, and the ability to guide Level 1 staff while collaborating closely with senior engineers.

Key Responsibilities

Advanced Technical Support & Escalations

  • Serve as the second point of escalation for unresolved Level 1 incidents, ensuring timely resolution of complex technical issues.
  • Troubleshoot and resolve advanced problems involving operating systems, business applications, cloud services, networking, and security configurations.
  • Diagnose and repair hardware failures, performance bottlenecks, and connectivity issues across desktops, laptops, servers, and peripheral devices.
  • Manage and prioritize escalated tickets, ensuring service level agreements (SLAs) are met.

System Administration & Maintenance

  • Perform advanced configurations and maintenance for Windows and macOS systems, network devices, and business-critical applications.
  • Administer user accounts, permissions, and security policies within Active Directory, Microsoft 365, and other enterprise platforms.
  • Conduct proactive monitoring and preventative maintenance to minimize downtime.

Collaboration & Knowledge Sharing

  • Work closely with senior IT engineers on high-priority incidents, system upgrades, and infrastructure projects.
  • Provide guidance and mentoring to Level 1 support staff to improve overall team efficiency.
  • Document advanced troubleshooting steps and update internal knowledge base articles for recurring issues.

Customer Support & Communication

  • Communicate complex technical solutions clearly to both technical and non-technical stakeholders.
  • Keep customers informed with regular updates on ticket progress and resolution timelines.
  • Assist with onboarding and technical training for end-users.

Projects & Continuous Improvement

  • Participate in technology rollouts, migrations, and special IT projects.
  • Recommend improvements in processes, tools, and configurations to enhance system performance and reliability.

Minimum Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or related field.

  • Relevant certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft 365 Certified, ITIL Foundation) strongly preferred.

  • Minimum 5+ years in IT support or helpdesk roles, with at least 1 year handling Level 2 escalations.

  • Proven track record in resolving complex issues involving hardware, operating systems, and networking.

  • Experience with Active Directory, Microsoft 365 administration, and remote management tools.

  • Strong troubleshooting skills across hardware, software, network, and security domains.

  • Familiarity with networking concepts and configurations (TCP/IP, VLANs, VPNs, firewalls, DNS, DHCP).
  • Proficiency in IT ticketing systems (e.g., ServiceNow, Jira, Zendesk) and remote desktop tools (e.g., RDP, TeamViewer).
  • Excellent written and verbal communication skills for both customer and internal interactions.

Attributes

  • Analytical thinker with a proactive approach to problem-solving.
  • Customer-oriented with strong interpersonal skills.
  • Able to work independently on complex issues and collaborate in a team environment.
  • Strong attention to detail and commitment to service excellence.