Technical Support Specialist Tier 2

Position Title: Technical Support Specialist Tier 2

Work Set Up: On-Site

Schedule: 8:00 PM - 5:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

We are seeking a highly skilled Technical Support Specialist (Tier 2) who can take ownership of escalated technical issues and deliver deeper-level troubleshooting across systems, devices, and school-related applications. This role is designed for someone with real hands-on IT experience who can resolve problems independently, reduce reliance on external contractors, and strengthen internal technical capabilities.

What You'll Do:

• Handle escalated technical support requests that Tier 1 cannot resolve.
• Perform deeper troubleshooting across software, hardware, and network environments.
• Manage Google Workspace admin-level tasks such as advanced permissions, account configurations, and security settings.
• Diagnose and resolve Mac and Windows OS issues, performance problems, and system errors.
• Support basic networking concerns such as Wi-Fi drops, connectivity issues, and VPN troubleshooting.
• Provide support for school-specific applications (PowerSchool, Blackbaud, etc.).
• Write or modify light scripts when needed to automate tasks or resolve recurring issues.
• Own and resolve 7080% of assigned tickets without external escalation.
• Document troubleshooting steps clearly and contribute to internal knowledge base improvements.
• Work independently and proactively identify recurring issues or system gaps.

What We're Looking For:

• Experience in an MSP (Managed Service Provider) environment or school IT department is strongly preferred.
• Strong troubleshooting and diagnostic skills across software, hardware, and networking.
• Ability to fix issues independentlynot just escalate them.
• Experience with MacOS, Windows OS, Google Workspace admin console, and basic networking tools.
• Familiarity with PowerSchool, Blackbaud, or similar education-related systems is a plus.
• Light scripting experience (Python, Bash, PowerShell, etc.) is an advantage.
• Excellent communication skills and strong documentation habits.
• Ability to manage time, prioritize tasks, and handle escalations efficiently.
• HubSpot knowledge is nice-to-have but not required.

Why You'll Love Joining the CO Fam

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches

At CO, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team