L2/Tier 2 Technician

1 week ago


Work from Home, Philippines Doxa7 Solutions, Inc. Full time ₱900,000 - ₱1,200,000 per year

ROLE SUMMARY

Our managed services provider client is looking for a L2/Tier 2 Technician who troubleshoot, diagnose, and resolve software, hardware, and network-related problems.

WORK SCHEDULE: 9:00 AM – 6:00 PM Pacific Daylight Time (12:00 AM – 9:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

  • Provide desktop support, including diagnosing and resolving software, hardware, and network issues
  • Guide users remotely through troubleshooting steps and provide on-demand assistance
  • Understand service level agreements (SLAs) and ensure timely resolution of issues within the defined response times
  • Handle system administration, covering server and system management, user access management, and backup and business continuity measures
  • Manage cloud platforms and provide support file access, communication tools, and licensing
  • Configure, manage, and troubleshoot networking devices
  • Maintain cybersecurity measures
  • Respond to support tickets and communicate solutions clearly and efficiently
  • Develop and maintain technical documentation and knowledgebase

QUALIFICATIONS:

  • A Bachelor's degree in the related field is preferred
  • Knowledge or previous experience in an IT MSP (managed service provider) supporting many different clients with disparate systems, hardware, and configurations
  • Experience handling different levels of support (Tier 1, Tier 2, and Tier 3) and knowing when to escalate issues
  • Experience in diagnosing and solving issues with printers and other peripherals
  • Experience in troubleshooting connectivity issues, understanding VPNs, and managing network configurations
  • Experience in configuring, managing, and troubleshooting networking devices including firewalls, wireless access points, and switches
  • Experience with using internal client specific documentation and knowledge base systems to ensure efficient issue resolution
  • Proficient in creating and updating documentation for future use, efficiency, and process standardization
  • Experience with virtualization tools including Hyper-V and VMware
  • Experience with backup systems and business continuity solutions (Datto BCDR, StorageCraft, Veeam or similar)
  • Strong understanding of networking protocols (TCP/IP, DNS, HTTP, FTP, etc.)
  • Understanding of security protocols, encryption, and secure access methods
  • Working knowledge of RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-Able, and Datto RMM)
  • Familiarity with team collaboration tools including Microsoft Teams, Slack, etc.
  • Familiarity with antivirus, next-gen antivirus solutions including EDR/MDR, email filtering and security, and DNS filtering solutions
  • Familiarity with issue tracking, time tracking, and ticketing systems (e.g., Autotask PSA, Connectwise Manage, Kaseya BMS)
  • Familiarity with remote support tools (e.g. Splashtop, TeamViewer, AnyDesk, RDP)
  • Familiarity with server management, system monitoring, and automation tools
  • Significant experience with Windows server operating systems
  • Familiarity with on-premises Active Directory (AD)
  • Knowledge of cloud platforms including Microsoft Azure and Google Cloud
  • Knowledge and good understanding of Microsoft 365 management, including users, teams (including Teams Phone), groups, licensing, Exchange, and SharePoint/OneDrive
  • Strong understanding and knowledge of system configuration, installation, and troubleshooting for Windows 10, Windows 11, and MacOS desktop operating systems
  • Proficiency with standard software packages (Microsoft Office Suite, Adobe Acrobat, VPN clients, remote access tools, etc.)
  • CompTIA A+/Network+/Security certifications that provide foundational knowledge in IT support and networking is beneficial
  • MCITP or MCSA certifications for Windows Server, Active Directory, and other Microsoft technologies is preferred
  • Ability to ensure solutions provided meet the company's service standards and customer expectations
  • Strong analytical skills to identify root causes and develop effective solutions
  • Strong verbal and written communication skills, including the ability to explain complex technical issues in simple terms to non-technical customers
  • Willingness to quickly adapt to new technologies and processes as they evolve
  • Ability to balance using existing documentation/knowledge and creativity/out-of-the-box thinking when troubleshooting technical issues
  • Ability to work support tickets efficiently and prioritize based on severity and business needs
  • Ability to carefully analyze systems, identify issues, and ensure nothing is overlooked
  • Ability to guide users remotely through troubleshooting steps and provide on-demand assistance
  • Understand Service Level Agreements (SLAs) and ensuring timely resolution of issues within the defined response times
  • Sensitivity to working with diverse teams, maintaining professionalism and respect
  • Understand cultural differences, especially when dealing with clients across different regions and time zones
  • Ability to handle high-pressure situations, ensuring the customer feels supported
  • Patient and has empathy for customers experiencing technical difficulties

Job Type: Full-time

Work Location: Remote


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