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Role Summary
Our managed services provider client is looking for a L2/Tier 2 Technician who troubleshoot, diagnose, and resolve software, hardware, and network-related problems.
WORK SCHEDULE: 9:00 AM 6:00 PM Pacific Standard Time (1:00 AM 10:00 AM Philippine Standard Time), follows Philippine holidays
POSITION TYPE: Full Time
WORK ARRANGEMENT: Remote
Essential Functions
- Provide desktop support, including diagnosing and resolving software, hardware, and network issues
- Guide users remotely through troubleshooting steps and provide on-demand assistance
- Understand service level agreements (SLAs) and ensure timely resolution of issues within the defined response times
- Handle system administration, covering server and system management, user access management, and backup and business continuity measures
- Manage cloud platforms and provide support file access, communication tools, and licensing
- Configure, manage, and troubleshoot networking devices
- Maintain cybersecurity measures
- Respond to support tickets and communicate solutions clearly and efficiently
- Develop and maintain technical documentation and knowledgebase
Qualifications
- A Bachelor's degree in the related field is preferred
- Knowledge or previous experience in an IT MSP (managed service provider) supporting many different clients with disparate systems, hardware, and configurations
- Experience handling different levels of support (Tier 1, Tier 2, and Tier 3) and knowing when to escalate issues
- Experience in diagnosing and solving issues with printers and other peripherals
- Experience in troubleshooting connectivity issues, understanding VPNs, and managing network configurations
- Experience in configuring, managing, and troubleshooting networking devices including firewalls, wireless access points, and switches
- Experience with using internal client specific documentation and knowledge base systems to ensure efficient issue resolution
- Proficient in creating and updating documentation for future use, efficiency, and process standardization
- Experience with virtualization tools including Hyper-V and VMware
- Experience with backup systems and business continuity solutions (Datto BCDR, StorageCraft, Veeam or similar)
- Strong understanding of networking protocols (TCP/IP, DNS, HTTP, FTP, etc.)
- Understanding of security protocols, encryption, and secure access methods
- Working knowledge of RMM (Remote Monitoring and Management) tools (e.g., ConnectWise Automate, N-Able, and Datto RMM)
- Familiarity with team collaboration tools including Microsoft Teams, Slack, etc.
- Familiarity with antivirus, next-gen antivirus solutions including EDR/MDR, email filtering and security, and DNS filtering solutions
- Familiarity with issue tracking, time tracking, and ticketing systems (e.g., Autotask PSA, Connectwise Manage, Kaseya BMS)
- Familiarity with remote support tools (e.g. Splashtop, TeamViewer, AnyDesk, RDP)
- Familiarity with server management, system monitoring, and automation tools
- Significant experience with Windows server operating systems
- Familiarity with on-premises Active Directory (AD)
- Knowledge of cloud platforms including Microsoft Azure and Google Cloud
- Knowledge and good understanding of Microsoft 365 management, including users, teams (including Teams Phone), groups, licensing, Exchange, and SharePoint/OneDrive
- Strong understanding and knowledge of system configuration, installation, and troubleshooting for Windows 10, Windows 11, and MacOS desktop operating systems
- Proficiency with standard software packages (Microsoft Office Suite, Adobe Acrobat, VPN clients, remote access tools, etc.)
- CompTIA A+/Network+/Security certifications that provide foundational knowledge in IT support and networking is beneficial
- MCITP or MCSA certifications for Windows Server, Active Directory, and other Microsoft technologies is preferred
- Ability to ensure solutions provided meet the company's service standards and customer expectations
- Strong analytical skills to identify root causes and develop effective solutions
- Strong verbal and written communication skills, including the ability to explain complex technical issues in simple terms to non-technical customers
- Willingness to quickly adapt to new technologies and processes as they evolve
- Ability to balance using existing documentation/knowledge and creativity/out-of-the-box thinking when troubleshooting technical issues
- Ability to work support tickets efficiently and prioritize based on severity and business needs
- Ability to carefully analyze systems, identify issues, and ensure nothing is overlooked
- Ability to guide users remotely through troubleshooting steps and provide on-demand assistance
- Understand Service Level Agreements (SLAs) and ensuring timely resolution of issues within the defined response times
- Sensitivity to working with diverse teams, maintaining professionalism and respect
- Understand cultural differences, especially when dealing with clients across different regions and time zones
- Ability to handle high-pressure situations, ensuring the customer feels supported
- Patient and has empathy for customers experiencing technical difficulties
