Remote IT Support Engineer (Tier 2/3) - Troubleshoot & Document

Crossing Hurdles; Philippines; On-site; PHP 350,000 - 600,000; Full time

Job summary

Crossing Hurdles is seeking an experienced IT Support professional to diagnose and resolve hardware and software issues across Windows, Mac, and Linux environments. The role emphasizes clear communication and effective ticket documentation.

You will work in a remote engagement model, handle incident management via ITSM, and contribute practical documentation and process improvements while assisting non-technical users.

Qualifications

• Experience providing Tier 2/3 IT support.
• Proficient in diagnosing hardware, software, and networking issues.
• Proficient in documenting incidents and resolutions using ITSM or similar systems.
• Strong written and verbal communication, especially for non-technical users.
• Certifications such as CompTIA A+, Network+, or ITIL are advantageous.

Responsibilities

• Diagnose and resolve hardware and software issues across Windows, Mac, and Linux.
• Document incident details, troubleshooting steps, and resolutions using ticket management systems (ITSM).
• Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity incidents.
• Support non-technical users with clear, empathetic guidance and step-by-step instructions.
• Contribute detailed scenario-based examples and process documentation reflecting IT best practices.
• Collaborate asynchronously within a remote engagement model, delivering high-quality written and verbal feedback.

Skills

IT Support Tier 2/3

Hardware Troubleshooting

Software Troubleshooting

Networking

ITSM Documentation

Communication

Job description

Crossing Hurdles is seeking an experienced IT Support professional to diagnose and resolve hardware and software issues across Windows, Mac, and Linux environments. The role emphasizes clear communication and effective ticket documentation.

You will work in a remote engagement model, handle incident management via ITSM, and contribute practical documentation and process improvements while assisting non-technical users.