About the Client
- Our client is an IT services and cybersecurity company that helps businesses manage their technology environments, protect their systems, and maintain secure day-to-day operations.
- Its services span managed IT support, cloud administration, cybersecurity, compliance, and automation.
- The team values reliable technical support that resolves user issues efficiently while recognizing and addressing potential security risks.
Why does this role exist?
- The business needs an experienced Tier 2 Technical Support Specialist who can independently manage routine technical issues while applying a security-first mindset to every ticket.
- You will support users across Windows, macOS, Microsoft 365, Google Workspace, and related systems, ensuring issues are properly documented, resolved, or escalated.
- This role is ideal for someone who combines hands-on troubleshooting with sound security judgment and clear communication.
The Impact you’ll make
Tier 2 Helpdesk & Technical Troubleshooting
- Serve as a frontline contact for client IT issues received through phone, email, Freshservice, and Slack.
- Log, prioritize, troubleshoot, and resolve support tickets using documented procedures and knowledge-base articles
- Diagnose Windows and macOS issues involving software, peripherals, Wi-Fi, VPNs, and network connectivity.
- Support users with Microsoft 365 and Google Workspace.
- Maintain accurate ticket notes, follow established workflows, and meet service-level agreement (SLA) expectations.
- Escalate unresolved, complex, or non-standard issues to Level 3 (L3) with clear troubleshooting steps and supporting documentation.
Identity & Access Administration
- Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace.
- Verify user identity before performing account-related actions.
- Assist with multi-factor authentication (MFA), Cisco Duo, conditional access, and device-compliance remediation.
- Apply least-privilege principles and follow approved access-management procedures.
Security-Aware Support & Incident Triage
- Recognize and triage phishing reports, suspicious emails, and other potential security concerns.
- Review and respond to endpoint protection and endpoint detection and response (EDR) alerts according to documented procedures.
- Assist with patch management and vulnerability remediation.
- Identify when a routine support request may involve a security risk and escalate it through the appropriate process.
- Coach users on basic security hygiene and safe technology practices.
Documentation & Continuous Improvement
- Maintain accurate technical records, security documentation, and compliance evidence.
- Improve knowledge-base articles based on recurring issues and resolved tickets.
- Flag gaps in troubleshooting guidance, access controls, and security procedures.
- Communicate technical findings clearly to users and teammates.
Skills, Knowledge and Expertise Required
- 2–4 years of Service Desk, Helpdesk, or IT Support experience with hands-on Tier 2 troubleshooting.
- Strong practical troubleshooting skills across Windows and macOS environments.
- Experience supporting Microsoft 365 and Google Workspace users.
- Working knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security, and basic incident response.
- Strong ticket documentation, prioritization, escalation, and user communication skills.
Your superpowers are...
- Technical troubleshooting: You investigate issues methodically and work toward reliable resolutions rather than relying on guesswork.
- Security-first thinking: You recognize when access requests, suspicious messages, or endpoint alerts may require additional scrutiny.
- Sound judgment: You know when to follow a documented procedure, verify a user's identity, or escalate.
- Clear communication: You explain technical issues and next steps in a professional, easy-to-understand way.
- Ownership and organization: You manage tickets carefully, keep documentation current, and follow through on open issues.
WFH Set-Up
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
You should apply if...
- You have hands-on Tier 2 support experience and can troubleshoot independently.
- You understand that security is part of everyday IT support, not a separate afterthought.
- You are comfortable supporting users across different operating systems and cloud productivity platforms.
- You follow procedures carefully, document your work, and recognize the limits of your access or expertise.
- You enjoy helping users while contributing to a more reliable and secure IT environment.
What to expect...
- Work Setup: Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- Working Hours: 40 hours per week
- Friday - Tuesday, 8AM - 5PM Manila Time
- Compensation: $