Tier 2 Tech Support Specialist: Advanced Diagnostics

AFNI PHILIPPINES, INC.; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

AFNI Philippines, Inc. is seeking a Tier 2 Technical Support Agent to provide advanced assistance to studio partners. You’ll handle complex hardware, software, and network issues and serve as the escalation point beyond Tier 1.

You’ll diagnose remotely, document problems and resolutions, and collaborate with Tier 1 and technical teams to ensure quick, effective solutions. Strong communication and problem-solving are essential, along with IT basics and Microsoft applications.

Qualifications

• 1+ year of technical support in a BPO setting
• 2 years of college or IT certifications
• Strong communication and customer service skills
• Proven technical expertise in hardware, software, and networking
• Familiarity with Microsoft applications
• SQL knowledge (preferred)
• Network+ certification or equivalent experience (preferred)
• High aptitude for problem-solving and execution of solutions

Responsibilities

• Diagnose and resolve complex issues beyond Tier 1 support.
• Use remote access tools to troubleshoot in real time and guide users through solutions.
• Identify recurring issues and document problems and resolutions.
• Collaborate with Tier 1 agents and technical teams to streamline escalations.
• Analyze support trends and suggest process improvements.

Skills

Communication

Customer service

Problem solving

Technical knowledge

Education

2 years of college or IT certifications

Tools

Microsoft applications

SQL

Network+ certification

Job description

AFNI Philippines, Inc. is seeking a Tier 2 Technical Support Agent to provide advanced assistance to studio partners. You’ll handle complex hardware, software, and network issues and serve as the escalation point beyond Tier 1.

You’ll diagnose remotely, document problems and resolutions, and collaborate with Tier 1 and technical teams to ensure quick, effective solutions. Strong communication and problem-solving are essential, along with IT basics and Microsoft applications.