L2/L3 Tech Support Engineer

Treantly; Philippines; A distancia; PHP 420.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Opportunities for growth

HMO- Maxicare

Descripción de la vacante

Treantly is seeking an L2/L3 Tech Support Engineer to deliver advanced IT support for MSP clients from a remote work setup. The role covers desktop, server, network, and cloud-related issues with emphasis on timely, professional user assistance.

The candidate should have strong communication skills, extensive Windows/Mac experience, and familiarity with Active Directory, O365, and virtualization. On-call rotation is required.

Formación

• Associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum 5 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, software, and networking principles.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Familiarity with Windows and Mac operating systems, as well as Microsoft Office Suite.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN.
• Experience with Active Directory, Office 365, Azure AD, and user account management.
• Strong communication skills, with the ability to interact professionally with any user from different client locations.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.

Responsabilidades

• Respond promptly to user inquiries and provide advanced level technical support via phone, email, or remote support.
• Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Troubleshoot spam filters, O365, Microsoft Exchange, and associated email solutions.
• Troubleshoot and resolve firewall, router, and other network related issues.
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and resolution.
• Setup and deployment of new PCs and printers
• Create new users and maintain Active Directory information.
• Install, configure, and troubleshoot operating systems, software applications, and user accounts.
• Assist with the procurement, installation, and inventory management of IT equipment.
• Document technical procedures, configurations, and troubleshooting steps for reference and training purposes.
• Provide excellent verbal and written skills geared towards customer service and IT support with end users.
• Participate in an on-call rotation to ensure timely resolution of urgent issues outside of regular business hours.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Provide training and guidance to users on best practices for utilizing IT resources effectively and securely.
• Stay informed about emerging technologies and industry trends to continuously improve IT support services and processes.
• Perform other duties as assigned.

Conocimientos

Strong communication

Customer service

Interpersonal skills

Multitasking

Organization

Educación

Associate degree in IT or related field

Herramientas

RMM tools

Active Directory

Office 365

Azure AD

Hyper-V

VMware

DNS

DHCP

Descripción del empleo

L2/L3 Tech Support Engineer

Company : Treantly Job Type : Full Time Remote / Work from Home

Job Description - L2/L3 Tech Support Engineer

Description

Treantly is a Canadian-based recruitment agency that facilitates the connection between

businesses in North America and exceptional remote staff in the Philippines.

The IT Support Technician provides technical assistance and support to end users across

various organizations served by MSP clients. Responsibilities include diagnosing and resolving

hardware, software, and network issues to ensure smooth system operation. The role requires

responding promptly to support requests, serving as the initial point of contact for IT support

tickets, and ensuring end-user satisfaction. IT Support Technicians need strong interpersonal

skills, exceptional problem-solving abilities, and outstanding customer service skills, along with

adeptness in multitasking and organization.

Job Responsibilities

• Respond promptly to user inquiries and provide advanced level technical support via
• phone, email, or remote support.
• Diagnose and resolve technical hardware and software issues, including desktops,
• laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Ability to troubleshoot spam filters, O365, Microsoft Exchange, and associated email
• solutions.
• Troubleshoot and resolve firewall, router, and other network related issues
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and
• resolution.
• Setup and deployment of new PCs and printers
• Create new users and maintain Active Directory information.
• Install, configure, and troubleshoot operating systems, software applications, and user
• accounts.
• Assist with the procurement, installation, and inventory management of IT equipment.
• Document technical procedures, configurations, and troubleshooting steps for reference
• and training purposes.
• Provide excellent verbal and written skills geared towards customer service and IT
• support with end users.
• Participate in an on-call rotation to ensure timely resolution of urgent issues outside of
• regular business hours.
• Prioritize incidents and service requests according to defined processes to meet defined
• SLAs.
• Provide training and guidance to users on best practices for utilizing IT resources
• effectively and securely.
• Stay informed about emerging technologies and industry trends to continuously improve
• IT support services and processes.
• Perform other duties as assigned.

Requirements

• Associate degree or higher in Information Technology, Computer Science, or a
• related field, or equivalent work experience.
• Minimum 5 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, software, and networking principles.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Familiarity with Windows and Mac operating systems, as well as Microsoft Office
• Suite and other common software applications.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN
• Experience with Active Directory, Office 365, Azure AD, and user account
• management.
• Strong communication skills, with the ability to interact professionally with any
• user from different client locations.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and prioritize tasks effectively in a fast-paced
• environment.
• Strong organizational and time management skills

Preferred Relevant IT certifications such as

• CompTIA A+
• CompTIA Network+
• CompTIA Security

Benefits

What we Offer:

• Opportunities for growth and advancement
• HMO- Maxicare