Help Desk Tier 2

1 week ago

Work from Home, Philippines CoreAssist LLC Full time ₱17,440 - ₱17,520 per year
  • Role: Help Desk Tier 2 Specialist
  • Rate: $4 to $5.50 - Negotiable
  • Status: Full Time
  • Schedule: CST

Roles and Responsibilities

  • Receive and respond to new Help Desk work orders created by Tier 1 Specialists.
  • Perform remote troubleshooting to resolve technical issues, such as: Power cycling devices, checking or updating public IP addresses and identifying IP changes or conflicts.
  • Use remote monitoring and management tools such as OVRC, Eagle Eye, Camect, Netwatch, Brivo, and
  • Close work orders once issues are resolved, ensuring all documentation is complete and accurate.
  • Escalate unresolved cases to Tier 3 by moving work orders with detailed notes on troubleshooting steps taken, possible causes, and recommendations.
  • Maintain efficiency within the Help Desk team by reducing the volume of work escalated to Tier 3 Specialists.
  • Assign billing status (billable, service plan, or no cost) as appropriate.

Process Workflow

  • Work Order Assignment – Monitor and act on new tickets automatically routed from Tier 1.
  • Troubleshooting – Perform initial diagnostics and remote fixes using approved tools and methods.
  • Resolution – Document actions taken, update billing status, and close tickets when resolved.
  • Escalation – Provide clear, detailed flow notes and hypotheses when moving tickets to Tier 3 for advanced support.

Key Skills and Attributes

  • Strong technical troubleshooting and problem-solving skills.
  • Solid knowledge of networking fundamentals (IP addressing, conflicts, public/private addressing).
  • Proficiency in remote monitoring and management tools (OVRC, Eagle Eye, Camect, Netwatch, Brivo, ).
  • Excellent communication skills for clear documentation and team collaboration.
  • Ability to prioritize and manage multiple cases in a fast-paced environment.
  • Strong attention to detail and accuracy in logging information.
  • Customer-focused, patient, and professional under pressure.
  • Proactive, resourceful, and able to escalate issues appropriately.
  • Team-oriented and collaborative mindset.

Benefits

  • 90days and annual appraisal review
  • Paid Holiday Leave
  • Paid Vacation Leave
  • Paid Time Off
  • Maternity/Paternity Leave
  • Bereavement Leave
  • Referral Bonus
  • Philhealth Reimbursement

Job Types: Full-time, Permanent

Pay: Php340.00 per hour

Expected hours: 40 per week

Benefits:

  • Additional leave
  • Paid training
  • Pay raise
  • Work from home

Work Location: Remote

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