Tier 2 Technical Support Specialist- Freelance, Remote
Magic, Inc
Obtenez une réponse de cet employeur
Votre CV et votre lettre de motivation, adaptés exactement à ce que l’employeur recherche.
Résumé du poste
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.
Qualifications
- 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.
Responsabilités
- 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.
Connaissances
Outils
Description du poste
Department: Specialized Roles
Employment Type: Full Time
Location: Philippines
Reporting To: Client via Magic
Compensation: $7.00 / hour
Our client is an IT services and cybersecurity company that helps businesses manage their technology environments, protect their systems, and maintain secure day-to-day operations. Its services span managed IT support, cloud administration, cybersecurity, compliance, and automation. The team values reliable technical support that resolves user issues efficiently while recognizing and addressing potential security risks.
The business needs an experienced Tier 2 Technical Support Specialist who can independently manage routine technical issues while applying a security-first mindset to every ticket. You will support users across Windows, macOS, Microsoft 365, Google Workspace, and related systems, ensuring issues are properly documented, resolved, or escalated. This role is ideal for someone who combines hands‑on troubleshooting with sound security judgment and clear communication.
- 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.
- Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace.
- Verify user identity before performing account‑related actions.
- Assist with multi‑factor authentication (MFA), Cisco Duo, conditional access, and device‑compliance remediation.
- Apply least‑privilege principles and follow approved access‑management procedures.
- Recognize and triage phishing reports, suspicious emails, and other potential security concerns.
- Review and respond to endpoint protection and endpoint detection and response (EDR) alerts according to documented procedures.
- Assist with patch management and vulnerability remediation.
- Identify when a routine support request may involve a security risk and escalated through the appropriate process.
- Coach users on basic security hygiene and safe technology practices.
- Maintain accurate technical records, security documentation, and compliance evidence.
- Improve knowledge‑base articles based on recurring issues and resolved tickets.
- Flag gaps in troubleshooting guidance, access controls, and security procedures.
- Communicate technical findings clearly to users and teammates.
- 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.
- Technical troubleshooting: You investigate issues methodically and work toward reliable resolutions rather than relying on guesswork.
- Security‑first thinking: You recognize when access requests, suspicious messages, or endpoint alerts may require additional scrutiny.
- Sound judgment: You know when to follow documented procedure, verify a user's identity, or elevate.
- Clear communication: You explain technical issues and next steps explain in a professional, easy‑to‑understand way.
- Ownership and organization: You manage tickets carefully, keep documentation but follow through on open things.
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
- You have hands‑on Tier 2 support experience and can troubleshoot independently.
- You understand that security is part of everyday IT support, not a separate afterthought.
- You are comfortable supporting users across different operating systems and cloud productivity platforms.
- You follow procedures carefully, document your work, and recognize the limits of your access or expertise.
- You enjoy helping users while contributing to a more reliable and secure IT environment.
- Remote position
- Must have a reliable internet connection and a quiet workspace
- Required to provide own computer with Intel Core i5 or something similar or higher operating system
- 40 hours per week
- Friday - Tuesday, 8AM - 5PM Manila Time
- $7 per hour
- No benefits package included
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
