IT Support Services III-Help Desk
On-siteMakati, Cagayan Valley, Republic of the Philippines
Makati, Cagayan Valley, Republic of the PhilippinesOn-siteFull TimeSenior LevelBachelors DegreeMedium
Full TimeSenior LevelBachelors DegreeMedium
Job Summary
Provide tier III support for complex application, hardware, and networking issues escalated from support teams, ensuring timely resolution and minimal downtime. Diagnose issues to address root causes, manage IT systems including servers and cloud services, and offer high-level guidance to end-users. Maintain comprehensive documentation of procedures and solutions, mentor junior staff, and participate in incident response activities. Monitor system performance proactively to prevent impact on users while collaborating with network and security teams. Work from home on a night shift schedule.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- 5+ years of experience in IT support or system administration, with a focus on advanced troubleshooting and complex technical issues
- Strong knowledge of operating systems (e.g., Windows, Linux, macOS) and enterprise applications
- Extensive experience with networking concepts, including TCP/IP, DNS, DHCP, and VPN configurations
- Proficiency with helpdesk and ticketing systems (e.g., ConnectWise, ServiceNow, JIRA, Zendesk)
- Excellent problem-solving skills, with the ability to work independently and manage multiple priorities effectively
- Strong communication skills, capable of conveying technical concepts to non-technical users
- Should be willing to accept a long-term work-from-home arrangement
- Should be amenable to a night shift schedule
Desired Qualifications
- Experience with ConnectWise
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
- Experience with cloud platforms (e.g., AWS, Azure) and virtualization technologies (e.g., VMware, Hyper-V)
- Knowledge of IT security practices and data protection regulations
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.