Helpdesk Tier 2

2 weeks ago

Angeles City, Central Luzon, Philippines Ibex Staffing Solutions Full time

About the role:
The Helpdesk Tier 2 is a key technical resource, responsible for resolving escalated issues and ensuring smooth daily operations across user systems and applications. You'll go beyond basic troubleshooting - handling more complex technical challenges, contributing to process improvement, and delivering an exceptional support experience. This role is ideal for IT professionals with a solid foundation in support who are ready to take ownership of higher-level incidents in a fast-paced environment.

Who are we?
IBEX Staffing Solutions is a forward-thinking recruitment firm specializing in remote and IT staffing. We connect exceptional global talent with innovative companies, helping businesses scale and thrive in a digital-first world.

Hire the brightest. Hire the best.

Job Details:
Role: Helpdesk Tier 2
Location: Remote
Type of Engagement:
Long term Contract
Schedule: US Timezone - EST

Key Responsibilities:

  • Respond to and resolve escalated technical issues from Tier 1, including hardware, software, and application support.
  • Troubleshoot network connectivity, Active Directory, VPNs, and Office 365-related issues.
  • Provide hands-on remote support for workstation imaging, configuration, and deployment.
  • Collaborate with Tier 3 and engineering teams for escalations and process handoffs.
  • Ensure documentation of technical solutions and contribute to the internal knowledge base.
  • Assist with onboarding/offboarding and device provisioning.
  • Maintain service quality by meeting SLAs and user satisfaction goals.
  • Identify recurring problems and recommend proactive solutions or SOP updates.

Qualifications:

  • 1–2 years of experience in a technical support or desktop support role (MSP experience a plus).
  • Solid understanding of Windows OS, Office 365, Active Directory, and remote desktop tools.
  • Basic networking knowledge (IP/DNS/DHCP/VPN).
  • Familiarity with ticketing systems (e.g., ConnectWise,
  • Zendesk, ServiceNow).
  • Strong communication skills with the ability to explain technical issues clearly.
  • Certifications such as CompTIA A+ or Network+ are preferred.
  • A self-starter with the ability to manage multiple issues in a fast-paced environment.

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