About the role
Tier II Help Desk Technician
Please ensure that your resume is up to date and clearly highlights your relevant work experience, skills, and systems or software you have used.
Kindly apply ONLY if you meet all the listed qualifications and requirements. Applicants who do not meet the specified criteria will not be considered for the position.
The Role:
We're seeking a Tier II Help Desk Technician. This role is designed for someone who can serve as an escalation point for Tier I technicians, resolving complex technical issues and providing guidance and direction when needed.
You'll play a key role in troubleshooting network outages, server issues, and other complex service disruptions for multiple clients, reporting to the Help Desk Manager.
Location: Must be in The Philippines – Remote.
Environment: Philippines and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday – either 7:00 AM – 4:00 PM CST or 8:00 AM – 5:00 PM CST, with participation in an on-call rotation for after-hours support.
Contract: Full Time
Requirements:
Education: Bachelor's degree in Information Technology or related field.
Experience: Minimum 2 years of experience working in a high-speed, fast-paced IT environment; minimum 2 years of experience with Windows and macOS repair and troubleshooting; minimum 2 years of experience with Windows Server maintenance, installation, and configuration; minimum 2 years of experience with wired and wireless network installation and troubleshooting.
Skills: Strong experience with Active Directory, DNS, TCP/IP, VPNs, and network protocols; familiarity with Azure cloud computing environments and associated services; strong experience with storage solutions (DAS, NAS, SAN) and virtualization solutions (VMware, Hyper-V); knowledge of common monitoring and management tools; familiarity with ITIL and ITSM best practices.
Characteristics: Strong verbal and written communication skills; excellent customer service skills with a friendly, professional demeanor; able to work under pressure and manage multiple priorities simultaneously; detail-oriented with strong follow-through; able to work independently with minimal supervision; maintains confidentiality.