Support Desk Technician

2 weeks ago

Pili, Philippines TheCompulab Corp Full time ₱60,000 - ₱80,000 per year

The Support Desk Technician (Tier 2) is a key member of our service delivery team, responsible for resolving complex technical issues, supporting escalations, and ensuring a seamless IT experience for our clients. This role requires a strong technical foundation in Microsoft 365, networking, and server administration, paired with exceptional communication skills and a client-first mindset. You'll troubleshoot advanced support tickets, mentor junior technicians, and contribute to documentation and process improvements. The ideal candidate is a proactive, solutions-driven professional who thrives in a fast-paced MSP environment and is committed to service excellence.

Primary Duties:

Technical Troubleshooting & Resolution:

  • Assess Urgency and Impact of each problem to ensure appropriate resolution timeline is achieved.
  • Triage all assigned tickets in manner that matches the urgency and impact to our clients organization.
  • Diagnose and resolve complex end-user issues related to desktops, laptops, printers, and mobile devices
  • Troubleshoot server and network-related issues (DNS, DHCP, VPN, Active Directory, etc.)
  • Troubleshoot escalated support tickets from Tier 1 technicians
  • Identify root causes and implement permanent fixes
  • Provide remote and occasional onsite support for critical issues

Problem Escalation Support:

  • Provide technical assistance and mentorship to Tier 1 and junior technicians
  • Escalate issues to Tier 3 or engineering teams when necessary, with detailed documentation
  • Identify root causes of escalated issues and ensure SOP's are documented to ensure next-level support can resolve if issue repeats.
  • Collaborate with project teams on migrations, upgrades, and deployments
  • Participate in team standups and knowledge-sharing sessions

Documentation & Continuous Improvement:

  • Maintain accurate and up-to-date documentation in ConnectWise, Hudu and knowledge base
  • Contribute to internal process improvements and standard operating procedures (SOPs)
  • Flag recurring issues and propose solutions to reduce repeat incidents

Client Engagement:

  • Provide professional and empathetic communication to clients via phone, email, and ticketing systems
  • Ensure timely and accurate updates to clients on issue status and resolutions
  • Maintain customer satisfaction by meeting or exceeding SLAs and expectations for each problem you are navigating

Education & Technical Experience:

  • 5+ years of relevant hands-on IT support experience in a helpdesk, MSP, or technical support environment

Soft Skills:

  • Strong verbal and written communication skills
  • Ability to manage multiple tasks and prioritize in a fast-paced environment
  • Self-starter with a continuous learning mindset
  • Team player with mentoring capabilities
  • Highly organized, detail-oriented, and customer-service driven
  • Certifications such as CompTIA Network+/Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus
  • ITIL Foundation 4 or higher
  • Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune
  • Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls)
  • Familiarity with backup systems, EDR platforms, and RMM tools

  • Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred

  • Work Schedule:

  • The Support Technician role covers the 8am-5pm EST shift.

Work Location:

  • This role is a remote role and operates out of the (Philippines)

  • The position is subject to covering a rotating "On-Call" shift from 5pm-10pm (Weekdays) and 8am-5pm (Weekends/Holidays) to respond to after-hours emergency requests.

  • Range from 1,500 usd to 2,000 usd

Job Type: Full-time

Pay: Php1, Php2,000.00 per month

Application Question(s):

  • Do you have Certifications? such as CompTIA Network+/Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus
  • Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune
  • Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls)
  • Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred
  • Are you located in the Philippines ?

Experience:

  • Technical support: 5 years (Required)