Level 2 IT Support

VBP; Cebu City; On-site; PHP 350,000 - 520,000; Full time

Benefits offered by this job

500K per incident HMO coverage

2-week paid Christmas vacation

Electricity & Data subsidies

25K Educational Assistance

Training and equipment provided

Fixed Schedule Mon-Fri from 7 AM to 4 PM

Job summary

A technology solutions company in Cebu City is seeking a Level 2 IT Support professional to provide advanced technical assistance. The role involves troubleshooting hardware, software, and network issues, ensuring compliance with security policies, and maintaining exceptional customer satisfaction. Ideal candidates will have a Bachelor's degree in IT and 2-3 years of experience in IT support. The company offers HMO coverage, paid vacation, and educational assistance.

Qualifications

• Minimum of 2-3 years of experience in IT support or related roles.
• Familiarity with the ITIL framework and best practices in incident management.
• Strong troubleshooting of hardware, software, and network issues.
• Proficiency with Windows, macOS, Linux and productivity software (Office, G Suite).
• Familiarity with ITIL and incident management best practices.
• Excellent communication skills to convey technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, MCITP are a plus.

Responsibilities

• Provide timely and effective technical support to end-users.
• Troubleshoot and resolve escalated IT issues.
• Diagnose complex technical problems to minimize downtime.
• Monitor system performance and ensure compliance with security policies.
• Document procedures and solutions for knowledge sharing.
• Provide training on IT best practices.
• Document procedures and solutions for knowledge sharing.
• Train end-users on IT best practices and security.

Skills

Troubleshooting hardware issues

Troubleshooting software issues

Network issue resolution

Excellent communication skills

Industry certifications

Education

Bachelor's degree in Computer Science

CompTIA A+

Network+

Microsoft Certified IT Professional (MCITP)

Tools

Windows

macOS

Linux

Microsoft Office

G Suite

Job description

Overview of the Role

The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.

Responsibilities

• Provide timely and effective technical support to end-users via email, chat, or in-person.
• Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
• Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
• Monitor system performance and ensure compliance with security policies and procedures.
• Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
• Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
• Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
• Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2-3 years of experience in IT support or related roles.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite).
• Familiarity with the ITIL framework and best practices in incident management and service delivery.
• Excellent communication skills with the ability to convey technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.

Benefits

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM
• Additional details will be discussed during the Job Offer stage.