
Help Desk Tier 2
1 week ago
- 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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