We’re Hiring: Level 2 Tech Support Specialist

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We are currently on the lookout for a Level 2 Tech Support Specialist to join our team at Cloudstaff, the #1 workplace everywhere! Get hired from now until December 2024 and get 2 tickets for you and your loved one to this year's year-end party at The Philippine Arena featuring global musicians, Air Supply.

Role: Level 2 Tech Support Specialist

Work Arrangement: Work from home

Schedule: Night shift

Job Summary: We’re looking for someone that has experience with smaller companies and is well rounded in different aspects of IT. Someone that is a problem solver and likes to take the initiative.

The Level 2 Tech Support Specialist is responsible for providing advanced technical support and troubleshooting services to resolve complex issues that cannot be addressed by Level 1 support. This role involves diagnosing and resolving software, hardware, and network-related problems, as well as escalating issues to higher-level support when necessary. The Level 2 Tech Support Specialist plays a crucial role in ensuring the efficient operation of IT systems and providing excellent customer support experience.

1. Technical Support:

- Provide advanced troubleshooting and support for software, hardware, security, network, and server issues.

- Diagnose and resolve technical issues through detailed analysis and problem-solving, and effective use of internal tools.

- Document issues, troubleshooting steps, solutions, reference external resources used/followed, and processes to improve future support efforts.

2. Customer Service:

- Communicate effectively with customers to understand their technical issues and provide timely resolutions.

- Ensure high levels of customer satisfaction by providing professional and friendly support.

- Educate customers on best practices and preventive measures to avoid recurring issues.

3. System Maintenance and Updates:

- Perform regular system maintenance and updates to ensure optimal performance.

- Assist with the deployment of software updates, patches, and configuration changes.

- Monitor system performance and proactively address potential issues.

4. Teamwork, Collaboration, and Escalation:

- Collaborate with other IT team members to resolve complex technical issues.

- Escalate unresolved issues to Level 3 support or specialized teams as necessary.

- Provide detailed information and context to higher-level support to facilitate quicker resolution.

- Meet and exceed the KPI targets set by the client and the Service Manager

5. Training and Documentation:

- Develop and maintain documentation for common issues and solutions.

- Train Level 1 support staff on new technologies and advanced troubleshooting techniques.

- Stay updated with the latest technology trends and advancements in IT support.

6. Adherence to Internal Procedures

- Follow Standard Operating Procedures (SOPs) for daily, weekly, and other recurring tasks

- Full compliance to all our Security Procedures and Keeping a Vigilant Eye for Security Issues

- Full compliance to internal House Rules / Code of conduct

Qualification and requirements:

- Education: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field.

- Experience: 5+ years of experience as IT Support in an MSP environment is preferred, or a related role, with a focus on advanced troubleshooting. Strong experience in Microsoft 365 administration.

1. Technical Skills:

- Proficiency in Windows and Mac operating systems.

- Strong knowledge of networking concepts and troubleshooting (TCP/IP, DNS, DHCP).

- Experience with remote desktop tools and support software.

- Familiarity with ticketing systems and IT service management (ITSM) tools.

2. Soft Skills:

- Excellent problem-solving and analytical skills.

- Strong communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Detail-oriented with strong organizational skills.

- Disciplined and efficient time management skills.

Perks & Benefits:

- Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment

- Flexible leave credits which may be used for vacation, emergency and sick leaves

- Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled

- Superb and exciting Mid-Year Parties – with items to give away and cash prizes!

- Endless opportunities for career advancement

- Annual Performance Review with Salary Increase

- We set you up for success with a company-provided PC/Laptop and fiber internet connection

- Tech-on-wheels Support

- Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues

- International career growth and connections

- Unlimited cash incentives for hired referrals

- Mental Wellness Employee Assistance program through Lifeworks

- In-house psychiatrist available to support employees' well-being

- Become part of the Employee Share Units program

- Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc

Cloudstaff: Build Your Career, Anywhere

Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

Why Cloudstaff is the #1 Workplace?

Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition

Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement

Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.

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