IT Help Desk

1 day ago

Manila, National Capital Region, Philippines Executive Operations, Inc. Full time $90,000 - $120,000 per year

We are seeking an experienced and highly skilled Tier 3 - IT Helpdesk Support Specialist to join our advanced technical support team at EXOP. This critical role involves addressing complex IT issues that have been escalated from Tier-1 and Tier-2 support. You will provide expert-level assistance on critical infrastructure, applications, and advanced system configurations. The ideal candidate will have a deep technical knowledge of IT systems, excellent problem-solving abilities, and a strong commitment to providing top-tier support.

Key Responsibilities:


• Provide expert-level support for complex IT issues escalated from Tier-1 and Tier-2 teams, including operating systems, hardware, software, networks, and security systems.


• Diagnose and troubleshoot complex technical issues with servers, databases, network systems, and applications, including but not limited to high-impact system failures, data loss, and configuration issues.


• Manage critical incidents and prioritize them based on business impact, ensuring rapid response and resolution to minimize downtime.


• Perform advanced network troubleshooting, including diagnosing and resolving issues related to firewalls, routers, switches, VPNs, DNS, and IP routing.


• Collaborate with other IT teams (systems, network, security, etc.) to resolve highly technical or multi-faceted issues that require cross-functional expertise.


• Ensure the efficient and accurate resolution of issues using remote troubleshooting tools, system logs, diagnostic scripts, and other advanced troubleshooting techniques.


• Maintain and optimize critical systems and services, ensuring the highest levels of system performance, reliability, and security.


• Assist with system architecture and deployment planning for IT infrastructure projects, as well as with software/hardware configuration and upgrades.


• Provide mentorship, training, and guidance to Tier-1 and Tier-2 support staff, helping to elevate the overall capability and efficiency of the helpdesk team.


• Develop and update troubleshooting documentation, knowledge base articles, and best practices to aid the IT support team in resolving common issues.


• Monitor and manage system performance, proactively identifying and addressing potential problems before they impact users.


• Assist with security-related issues, including vulnerability assessments, patch management, and system hardening practices.


• Participate in after-hours and on-call support as needed for critical incidents, system maintenance, and upgrades.

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