Senior Technical Support Specialist (Tier II)

Location: Philippines
Work Arrangement: Work from home
Work Hours:
8 AM – 5 PM Pacific Standard Time follows Philippine holidays

The Role:

The Senior Technical Support Specialist (Tier II) is a critical part of our service team. This role will be part of the team that fills the role of “IT Hero” and swoops in to assist our Tier 1 team when more knowledge and experience are required to resolve an issue or fulfill a service request. This role requires strong communication skills in both written and verbal form, and strict adherence to established policy and best practices, but also requires a strong degree of critical thinking and problem-solving that cannot be scripted. 

Essential Functions:

  • Perform network administration responsibilities: 
    • Analyze and resolve complex LAN/WAN network or system infrastructure issues involving multiple products, vendors, networks, or systems 
    • Be knowledgeable of current and future threat landscapes, and knowledge of security best practices 
    • Provide technical guidance to other technical team members 
    • Assist in network architecture design, feasibility, and cost studies 
  • Handle the following system administration responsibilities:  
    • Maintain and supports the integrity of the operating system environment and various computer systems 
    • Administer, install, and troubleshoot a variety of operating systems 
    • Perform systems maintenance tasks, such as system backup, recovery, and file maintenance 
    • Schedule installation and test system software upgrades 
    • Configure software and resolve a technical problem 
    • Monitor and maintain software licensing and maintenance agreements 
    • Install, maintain, and evaluate network systems and communications 
    • Troubleshoot the network issues with diverse scopes 
    • Install and support a variety of client-specific software packages 
    • Use remote support tools and ticketing systems to support clients using Microsoft environments 
  • Escalate service issues as needed to advanced technicians 
  • Perform documentation of all work in a ticketing system and expand company procedures to maintain a knowledge base 
  • Perform individual contributor duties, including monitoring the ticket queue for new tickets and self-assigning tickets based on current capacity and capabilities 
  • Communicate with customers via phone, chat, and email daily; communication skills and professionalism are critical to this role, and ensuring that our clients are satisfied with our services is key to success 

Qualifications:

  • A Bachelor’s degree in the related field 
  • 3+ years of experience with Cisco or Meraki technology, such as: Catalyst switches, ASA and firepower firewalls, IPSec VPN (ike v1 and v2), IOS routers, wireless access points 
  • Experience with Microsoft Windows Server and Active Directory 
  • Experience with VMware vSphere infrastructure, including ESXI and vCenter 
  • Possess skills equivalent to Cisco CCNA or CCNP in either routing and switching or security Certification not required 
  • 5+ years of intermediate to advanced network configuration and support 
  • 5+ years of intermediate to advanced server and virtual infrastructure configuration and support 
  • Knowledgeable in Windows desktops and end-user support, including Microsoft platforms such as AD, Azure AD, and M365/Exchange as the technology related to the role 
  • Intermediate knowledge of Windows servers 2008 – 2019 
  • 1-2 years’ experience with VMWare infrastructure (vCenter/ESXi) 
  • Experience with VMWare Horizon or other virtual desktop environments is also a plus 
  • Ability to handle logistics and coordination of Tier 2 ticket handling and service activities 
  • Strong proactive communication skills in both written and verbal form 
  • Must be a self-starter and eager to make a positive impact on the team, for the company, and for our customers 
  • Experience in a multi-client environment 
  • Analytical skills with particular attention to detail 
  • Experience using ConnectWise Automate and ConnectWise Manage platforms is a HUGE plus 
  • Aptitude in data management, analytics, reporting preparation  

Apply Now!

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