Level 2 Technical Support

5 days ago

Work from Home, Philippines Agilitec IT, LLC Full time

Work Schedule: Pacific Standard Time - could be Before, During, or After business hours in Canada.

Employer: An MSP company located in Vancouver, Canada

Overview

The Level 2 Technical Support is responsible for providing high-quality technical support to clients through phone, email, and remote troubleshooting. This role requires strong problem-solving skills, attention to detail, and the ability to resolve incidents efficiently while delivering an exceptional customer experience. The technician will support, maintain, and document systems, networks, and hardware, while collaborating with third-party vendors and staying updated with industry advancements.

Key Responsibilities

  • Receive and respond to client calls and emails requiring quick analysis and resolution.
  • Accurately manage and resolve reported incidents in a timely manner.
  • Install, support, and maintain computers, servers, and network peripherals.
  • Coordinate and work closely with third-party application and software providers.
  • Maintain accurate and up-to-date network and system documentation.
  • Use and align with service delivery tools; experience with ConnectWise and BrightGauge is an advantage.
  • Deliver high levels of customer satisfaction and an exceptional service experience.
  • Stay informed on industry trends, new technologies, and product updates.
  • Pursue continuous self-development through training and learning new releases or solutions.
  • Maintain accurate corporate hardware and software inventory records.

Qualifications & Experience

Overall Requirements

  • 35+ years of experience in service delivery, preferably in a service desk or technical support environment as a Tier 1 Technician.
  • Strong communication skills, professional client interaction, and excellent attention to detail.
  • Strong organizational and time-management skills, with the ability to work independently.
  • Microsoft certifications are considered an asset.

1. Operating Systems

  • Experience with Windows Operating Systems (desktop and server).
  • Installation, support, and maintenance of computers and OS-related components.

2. Networking & Firewalls

  • Experience with networking concepts and firewall technologies.
  • Installation and maintenance of network peripherals.
  • Maintaining network documentation.

3. Virtualization

  • Experience with virtual machines and technologies such as VMware, Hyper-V, etc.

4. Productivity & Business Applications

  • Experience with Microsoft Office applications from 2010 to current.
  • Interaction with third-party application/software providers.

5. Service Delivery Tools & Documentation

  • Familiarity with ConnectWise and BrightGauge (asset).
  • Maintaining accurate system and network documentation.
  • Maintaining hardware and software inventories.

6. Customer Service & Soft Skills

  • Strong communication and client-service skills.
  • Strong focus on customer satisfaction and service excellence.
  • Ability to work independently with strong time management and organizational skills.

7. Professional Development

  • Staying updated with technology trends and product enhancements.
  • Actively pursuing self-development and training opportunities.

Please note that you only have to submit once. Or you can also send a link of your resume here.

https://www.careers-

Thank you We wish you the best of luck in your application.

Job Type: Full-time

Pay: Php77, Php88,000.00 per month

Benefits:

  • Opportunities for promotion
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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