Remote Tier 2 IT Support Engineer – Security-Aware

Magic

Taguig

Remote

PHP 501,000 - 714,000

Full time

2 days ago

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Job summary

Magic is seeking an experienced Tier 2 Technical Support Specialist to independently manage routine technical issues with a security-first mindset. You will support users across Windows, macOS, Microsoft 365, Google Workspace, and related systems, ensuring issues are properly documented, resolved, or escalated.

This role emphasizes hands-on troubleshooting, strong security judgement, and clear communication.

Qualifications

2–4 years of Service Desk or IT Support with hands-on Tier 2 troubleshooting.
Strong troubleshooting across Windows and macOS environments.
Experience supporting Microsoft 365 and Google Workspace users.
Knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security, and basic incident response.
Strong ticket documentation, prioritization, escalation, and user communication skills.

Responsibilities

Serve as frontline contact for client IT issues via phone, email, Freshservice, and Slack.
Log, prioritize, troubleshoot, and resolve tickets using documented procedures and knowledge-base articles.
Diagnose Windows and macOS issues involving software, peripherals, Wi-Fi, VPNs, and network connectivity.
Support users with Microsoft 365 and Google Workspace.
Escalate unresolved, complex, or non-standard issues to Level 3 with clear steps and documentation.
Maintain accurate ticket notes, follow workflows, and meet SLA expectations.