Support Associate Level 2

5 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

  • Support Associate Level 2

    1 week ago

    Manila, National Capital Region, Philippines Private Advertiser Full time ₱70,000 - ₱120,000 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...

  • Level 2 Helpdesk Engineer

    4 days 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...

  • Associate Support Specialist

    4 days 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...

  • Product Support Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Thomson Reuters Full time ₱1,200,000 - ₱2,400,000 per year

    Product Support Associate, Operations Customer Service and SupportAre you passionate about solving complex technical challenges and delivering exceptional customer experiences? Imagine joining a dynamic team where your problem-solving skills and technical expertise directly impact customer satisfaction and the success of an industry leader—Thomson Reuters...

  • IT Support Associate

    1 week 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...

  • Level II Support Technician

    1 week ago

    Manila, National Capital Region, Philippines HireArchi Full time ₱180,000 - ₱200,000 per year

    Salary: $1,800 - $2,000 Working Schedule: Monday Friday, Pacific Standard Time Employer: MSP Company located in Monterey, California Benefits:13th Month Pay HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) Personal Time Off (After a 90-day probationary period) General Summary Level II Support Technician...

  • IT Support Specialist, Associate

    2 weeks ago

    Manila, National Capital Region, Philippines Infor Full time ₱250,000 - ₱500,000 per year

    General informationCountryPhilippinesCityManilaJob ID46394DepartmentInformation TechnologyExperience LevelASSOCIATEEmployment StatusFULL_TIMEWorkplace TypeHybridDescription & RequirementsThe IT Support Specialist, Associate will provide Tier 0 to Tier 2 technical support assistance and troubleshooting to Infor professionals. The support will be provided...

  • Level 2 Service Desk Technician

    6 hours ago

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

    About the Company:Our client is a leading Australian provider of automation and robotics solutions, with over 30 years' experience transforming manufacturing and industrial operations. They partner with sectors including food & beverage, pharmaceuticals, renewables, construction materials, and FMCG — helping businesses lift efficiency, quality, and...

  • Customer Support Associates

    6 days ago

    Manila, National Capital Region, Philippines Recoveriescorp Full time ₱250,000 - ₱500,000 per year

    493364Manila, Metro Manila, PhilippinesFull-timeAt Symbos, we create connected experiences that begin with empathy, are powered by technology, and grounded in a culture that inspires trust, sparks innovation, and delivers meaningful outcomes.We are looking for Customer Support Associates (Voice) who will be at the front line of our operations—connecting...

  • Customer Support Associate

    1 week ago

    Manila, National Capital Region, Philippines Recoveriescorp Full time ₱400,000 - ₱1,200,000 per year

    493342Manila, Metro Manila, PhilippinesFull-timeWe are looking for Associates who will be at the front line of our operations—connecting and engaging with our client's customers. In this role, you'll deliver the highest level of customer service by providing tailored solutions based on each customer's unique situation.Working at Symbos, you will have the...