Tier 2 Technical Support Analyst

2 days ago

Manila, National Capital Region, Philippines KMC Solutions Full time $40,000 - $60,000 per year

We're looking for a proactive and technically skilled 2nd Line Technical Team Analyst to join our growing team. In this role, you'll work directly with clients to support and troubleshoot a wide range of technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop and server environments, and networking products. You'll also play a key role in mentoring the 1st line team and contributing to product innovation.

Key Responsibilities

  • Deliver outstanding customer service with empathy, clarity, and professionalism
  • Provide 2nd line technical support across Microsoft 365, Azure, Intune, Windows, macOS, and networking environments
  • Act as the technical escalation point for the 1st line support team, offering guidance and resolution for complex issues
  • Manage and maintain server and desktop infrastructure using industry-standard tools
  • Troubleshoot and resolve issues related to hardware, software, and network systems
  • Assist with the research and development of new products and services to enhance client offerings
  • Collaborate with internal teams to ensure seamless service delivery and client satisfaction
  • Document solutions, maintain accurate ticket records, and contribute to internal knowledge bases
  • Stay up to date with emerging technologies and recommend improvements where applicable

What You'll Bring

  • Experience in a technical support or IT helpdesk role (preferably 2nd line or higher)
  • Strong working knowledge of Microsoft 365, Azure, Intune, Windows OS, and macOS
  • Familiarity with server management tools and networking products (e.g., firewalls, switches, routers)
  • Excellent troubleshooting, communication, and customer service skills
  • Ability to work independently and manage multiple priorities in a fast-paced environment
  • Relevant certifications (e.g., Microsoft, CompTIA, Cisco) are a plus

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