Tier 2 Technical Support Specialist
Posted 14 days ago
You'll complete your application on Magic, Inc's career site.
About the Role
A remote Tier 2 Technical Support Specialist is needed to act as a primary point of contact for clients addressing various technical challenges. You will contribute to a team that balances automated systems with human insight to optimize business operations and ensure platform reliability. Your duties will encompass both IT assistance and security oversight, requiring you to proactively track, rank, and address intricate technical tickets while adhering to rigorous security standards. This position offers a chance for IT professionals to thrive in an agile, remote setting while assisting clients in preserving secure and productive technology workflows.
Requirements
- You should possess 2 to 4 years of background in an IT Support, Helpdesk, or Service Desk capacity, specifically with Tier 2 troubleshooting expertise.
- You must be proficient in supporting macOS and Windows systems, as well as Microsoft 365 and Google Workspace platforms.
- You are required to have a deep understanding of endpoint security, identity and access management, MFA, and least-privilege concepts.
- You must demonstrate effective communication, ticket prioritization, and technical documentation abilities.
- You are required to provide your own computer equipped with at least 8GB of RAM and an Intel i5 or AMD Ryzen 5 processor or better, a reliable backup computer, and internet access of 40MBPS or higher.
- You must have a private, quiet workspace and a headset featuring a noise-canceling microphone.
- You must be prepared to work a 40-hour schedule, from Friday through Tuesday, between 8AM and 5PM Manila Time.
Responsibilities
- You will serve as the primary support contact for clients through Slack, phone, email, and Freshservice.
- You will identify and fix issues related to hardware and software, covering network connectivity, VPN, and Wi-Fi performance.
- You will oversee user lifecycle management including offboarding, onboarding, and role modifications within Google Workspace, Microsoft 365, and JumpCloud.
- You will supervise endpoint protection alerts, conditional access, and MFA, while enforcing least-privilege security policies.
- You will evaluate phishing reports, create precise technical records, and educate users on secure technology habits.
- You will escalate highly complex issues to Level 3 support, providing thorough documentation of the troubleshooting steps already taken.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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