Remote Tier 2 IT Support Specialist - Security Focus

Magic, Inc; Taguig; Remote; PHP 521.000 - 694.000; Vollzeit

Zusammenfassung

Magic, Inc is seeking a Tier 2 Technical Support Specialist for a freelance, remote role in the Philippines. You will handle Tier 2 troubleshooting across Windows/macOS, M365, and Google Workspace, with an emphasis on security-first ticket handling and clear user communication.

You will log, document, and resolve incidents or escalate to L3 as needed, while maintaining SLAs. The position requires 40 hours per week and a reliable home setup for remote work.

Qualifikationen

• 2–4 years of Service Desk, Helpdesk, or IT Support experience with hands‑on Tier 2 troubleshooting.
• Strong practical troubleshooting skills across Windows and macOS environments.
• Experience supporting Microsoft 365 and Google Workspace users.
• Working 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.

Aufgaben

• Serve as a frontline contact for client IT issues received through phone, email, Freshservice, and Slack.
• Log, prioritize, troubleshoot, and resolve support 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.
• Maintain accurate ticket notes, follow established workflows, and meet service‑level agreement (SLA) expectations.
• Escalate unresolved, complex, or non-standard issues to Level 3 (L3) with clear troubleshooting steps and supporting documentation.

Kenntnisse

Tier 2 troubleshooting

Windows/macOS troubleshooting

Microsoft 365 support

Google Workspace support

MFA / IAM / endpoint security

Ticket documentation & communication

Security-aware thinking

Incident response basics

Tools

Freshservice

JumpCloud

Cisco Duo

Microsoft 365

Google Workspace

Jobbeschreibung

Magic, Inc is seeking a Tier 2 Technical Support Specialist for a freelance, remote role in the Philippines. You will handle Tier 2 troubleshooting across Windows/macOS, M365, and Google Workspace, with an emphasis on security-first ticket handling and clear user communication.

You will log, document, and resolve incidents or escalate to L3 as needed, while maintaining SLAs. The position requires 40 hours per week and a reliable home setup for remote work.