Support Associate Level 2

3 hours ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱60,000 - ₱80,000 per year

We are looking for a Support Associate Level 2 who will provide technical support and assistance to customers and ensure client's satisfaction, must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. To ensure success in this role, the candidate must be customer-oriented and patient to deal with difficult customers.

KEY RESPONSIBILITIES:

  • Provides 2nd Level Technical Support, via Phone, Email, and Chat, to manage users' incidents and queries in a professional and timely manner.
  • Provide First Call Resolution (FCR) technical support via phone and email. Ensure calls are answered and emails are responded to in a timely manner.
  • Performs second-level troubleshooting on all reported incidents.
  • Furnish and submit timely updates to customers on the status of outstanding issues within the targeted Service Level
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Manage customer expectations and notify Team Lead in the event of an unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.
  • Microsoft Security Score increase
  • Manage customer intranets and check Backups and security audits
  • Configure Microsoft Portals for customers.
  • Customer Training on using M365 products.

REQUIRED COMPETENCIES:

  • Proficient understanding of how to use Microsoft 365 and troubleshoot Microsoft 365 issues.
  • M365 Azure/Entra experience.
  • M365 Suite of Applications (in General)
  • M365 Security Compliance configuration/support
  • M365 Teams
  • Experience in setting up/configuring DNS.
  • Knowledgeable in Cyber Security protection, anti-virus protection, malware protection
  • Experience in Cloud PBX phone systems.
  • Has experience with troubleshooting email services issues, DNS installation issues, internet issues.
  • Strong experience in documentation.
  • Experience in creating documents for knowledge-based training.
  • Candidate must possess at least a Bachelor's/College Degree in Computer Science, Information Technology, Engineering (Computer/Telecommunication), or equivalent experience.
  • Excellent customer service skills.
  • Must be able to demonstrate strong problem-solving skills.
  • Good communication skills – written and verbal.
  • Able to multitask.
  • Previous experience in a 24/7 support environment.
  • Experience in supporting Australian clients is a plus.

DESIRED COMPETENCIES:

  • Trend Micro of Microsoft Defender for enterprise
  • CRM systems experience
  • Asset Management Systems experience
  • Microsoft Power BI
  • Microsoft Power Apps
  • Microsoft Power Automate
  • Microsoft Forms or similar
  • Business requirements gathering and business process flow mapping.

BENEFITS:

  • Remuneration commensurate with experience
  • Day shifts with a normal professional work week (8 hours per day, 5 days per week)
  • Predominately work from home with team meetups
  • Occasional domestic travel

  • Level 2 Helpdesk Engineer

    4 hours ago

    Manila, National Capital Region, Philippines Private Advertiser Full time ₱900,000 - ₱1,200,000 per year

    Job SummaryJoin a supportive and progressive Managed Services team providing IT support to business and education clients. This is a fully remote, hands-on Level 2 role focused on delivering excellent customer service, resolving technical issues, and ensuring smooth client onboarding and service transitions.About the CompanyYou'll be part of a UK-based...

  • L1/2 Technical Support

    3 hours ago

    Manila, National Capital Region, Philippines Hammerjack Full time ₱144,000 - ₱600,000 per year

    Join Our Professional Community: Forge Connections, Shape Futures, Together, Powering Businesses WorldwideAre you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further...

  • Database Operations Support

    5 hours ago

    Manila, National Capital Region, Philippines Focus Support Associates Full time $9,200 - $24,000 per year

    We are looking for a Database Operations Support - TSR to join our growing team. This role requires a balance of technical troubleshooting and database operations expertise, supporting both internal teams and global stakeholders. You will be the go-to person for technical escalations, SQL queries, and database monitoring while ensuring smooth handoffs...

  • Level 3 Support Engineer

    2 hours ago

    Manila, National Capital Region, Philippines ARTECH TECHNOLOGY INC Full time ₱750,000 - ₱1,500,000 per year

    Level 3 Support Engineer (Fortan) Location: Taguig City Hybrid (2x/week onsite) Shift: Mid Shift (2 PM–12 MN)About the RoleWe're looking for an experienced Level 3 Support Engineer with strong Fortran expertise to handle advanced troubleshooting, deliver enhancements, and support enterprise applications. You'll work independently, contribute to...

  • Associate Support Specialist

    3 hours ago

    Manila, National Capital Region, Philippines Tyler Technologies Full time ₱80,000 - ₱120,000 per year

    DescriptionDo you possess a passion for people and a technological affinity? Are you looking for a challenging career with significant growth potential? Join the Tyler Technologies team We are looking for tech-savvy problem solvers to provide consultative support in an entry-level software support role. In this position, you will provide basic-level software...

  • Full-Time Systems Builder/Manager

    2 hours ago

    Manila, National Capital Region, Philippines Level 9 Virtual Full time ₱300,000 - ₱500,000 per year

    Position: Full-Time Systems Builder/Manager (CAME)Work Schedule: Full-Time | RemoteAbout the Role:Are you a systems wizard who thrives on creating order from chaos? The company, a fast-growing 7-figure agency, is looking for a Systems Builder/Manager to design and implement systems that streamline operations across the entire organization. This is not a...

  • Sales Support Analyst-2

    4 hours ago

    Manila, National Capital Region, Philippines Goodyear Full time ₱1,500,000 - ₱2,500,000 per year

    As a Sales Support Analyst, you will be providing support to the Sales Organization and Aligned Dealer network. In the form of first line support – resolving queries, disputes, delivering reporting and operational items as required by the ANZ sales organization and Aligned Dealer network.Job Responsibilities:Internal Sales SupportYou will be responsible...

  • IT Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines SMEDD Corp. Full time ₱250,000 - ₱350,000 per year

    JOB RESPONSIBILITIES:Resolves day to day technical IT concerns reported through SMITHSoftware installation and maintenanceGeneration of monthly print reportPrinter maintenance and requestProvide support for Quarterly and Semi-Annual Coordination meetingProvide support for EDD Meetings (e.g. Videocon, Telecon, FGH Meeting)First level network supportEscalation...

  • Customer Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines CD Baby Full time ₱432,000 - ₱504,000 per year

    CD Baby is the world's largest digital distribution platform for independent artists. For more than 20 years, we've empowered creators to release their music to Spotify, Apple Music, YouTube, Amazon Music, Instagram, TikTok, and 150+ other platforms worldwide—paying out nearly $1 billion in earnings directly to independent artists. CD Baby is owned and...

  • E-Commerce Growth Specialist

    4 hours ago

    Manila, National Capital Region, Philippines Level 9 Virtual Full time ₱1,500,000 - ₱3,000,000 per year

    Full-Time or Part-Time | RemoteWe're looking for an E-Commerce Growth Specialist who can strengthen our conversion foundations, optimize marketplace presence, and scale revenue across three critical channels: Shopify, TikTok Shop, and Amazon. This role supports a fast-growing DTC brand focused on rapid testing, clean execution, and high-velocity...