Tier II Help Desk Technician

DOXA Talent; Philippines; Remote; PHP 420,000 - 700,000; Full time

Job summary

DOXA Talent, Inc. is seeking a Tier II Help Desk Technician in the Philippines, remote-enabled. You will act as an escalation point for Tier I, diagnose complex IT issues, and guide others as needed.

Responsibilities include troubleshooting network outages, server problems, and cross-platform workstations, plus collaboration with Azure cloud services, AD, DNS, and VPNs. Strong English is required. We offer a collaborative, growth-focused environment with international client exposure and on-call

Qualifications

• Bachelor's degree in Information Technology or related field.
• Minimum 2 years of experience in a fast-paced IT environment with Windows and macOS repair/troubleshooting.
• Minimum 2 years of experience with Windows Server maintenance, installation, and configuration.
• Minimum 2 years of experience with wired and wireless network installation and troubleshooting.

Responsibilities

• Provide advanced technical support for clients, troubleshooting complex issues and outages.
• Escalate issues to Tier III when necessary and assist Tier I with guidance.
• Install, configure, and maintain Windows and macOS workstations, servers, and networking equipment.
• Provide support for Azure cloud services and related environments.
• Communicate complex technical concepts in clear terms and adhere to SLAs and ticketing processes.

Skills

Communication skills

Customer service

Time management

Attention to detail

Independent worker

Confidentiality

Windows

macOS

Networking

Azure

ITIL/ITSM

Education

Bachelor's degree in Information Technology or related field

Tools

VMware

Hyper-V

Monitoring tools

Job description

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role

We're seeking a Tier II Help Desk Technician. This role is designed for someone who can serve as an escalation point for Tier I technicians, resolving complex technical issues and providing guidance and direction when needed.

You'll play a key role in troubleshooting network outages, server issues, and other complex service disruptions for multiple clients, reporting to the Help Desk Manager.

Location: Must be in The Philippines – Remote.

Environment: Philippines and International Teams.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – either 7:00 AM – 4:00 PM CST or 8:00 AM – 5:00 PM CST, with participation in an on-call rotation for after-hours support.

Contract: Full Time

Requirements

• Education: Bachelor's degree in Information Technology or related field.
• Experience: Minimum 2 years of experience working in a high-speed, fast-paced IT environment; minimum 2 years of experience with Windows and macOS repair and troubleshooting; minimum 2 years of experience with Windows Server maintenance, installation, and configuration; minimum 2 years of experience with wired and wireless network installation and troubleshooting.
• Skills: Strong experience with Active Directory, DNS, TCP/IP, VPNs, and network protocols; familiarity with Azure cloud computing environments and associated services; strong experience with storage solutions (DAS, NAS, SAN) and virtualization solutions (VMware, Hyper-V); knowledge of common monitoring and management tools; familiarity with ITIL and ITSM best practices.
• Characteristics: Strong verbal and written communication skills; excellent customer service skills with a friendly, professional demeanor; able to work under pressure and manage multiple priorities simultaneously; detail-oriented with strong follow-through; able to work independently with minimal supervision; maintains confidentiality.

Responsibilities

• Provide clients with advanced technical support for computer and network issues, troubleshooting complex problems and providing resolutions for network outages, server backups/restores, and other complex service outages.
• Escalate issues to Tier III support when necessary, and assist Tier I technicians with advanced troubleshooting, guidance, and direction.
• Assist with the installation, configuration, and maintenance of Windows and macOS workstations, servers, and networking equipment, including routers, switches, and firewalls.
• Provide support for cloud computing environments, including Azure and associated services, and collaborate with other IT staff and management on project planning and implementation.
• Communicate complex technology to clients in layman's terms, utilize a ticketing system to manage client requests, and adhere to defined SLAs and response time metrics.