Level 2 Tech Support Needed | Yearly Raises + 13th Month + Full Remote

About Our Company:
Phamily Consulting is a dynamic consulting agency, committed to delivering excellence in every project. Our dedicated team thrives on challenges and innovation, making us a leader in our field. We are now looking for a talented Level 2 Tech Support to take care of our customers who need IT support.

Job Description:
We are seeking an experienced Level 2 Technical Support Specialist to join our IT team. As a key escalation point, you will troubleshoot advanced technical issues, assist with system configurations, and ensure seamless IT operations. Your expertise will bridge the gap between frontline support and higher-tier teams, enhancing user satisfaction and operational efficiency.

Key Responsibilities:
Provide second-level technical support for hardware, software, and network-related issues escalated from Level 1 Support.
Troubleshoot, diagnose, and resolve technical problems efficiently through remote tools, phone support, or on-site assistance.
Document technical solutions, steps, and user interactions in the ticketing system.
Assist in system installations, configurations, and updates as needed (e.g., operating systems, software, or hardware components).
Escalate unresolved issues to Level 3 Support, IT Administrators, or external vendors while maintaining communication with users.
Identify patterns or recurring issues and proactively recommend solutions or process improvements.
Support end-user training to minimize technical issues, focusing on software, applications, and tools.
Maintain IT equipment inventory, ensuring system updates and patches are applied as required.
Participate in IT projects, rollouts, or migrations as assigned.

Qualifications:
Experience: 2+ years in a technical support role, with proven Level 2 troubleshooting experience.
Advanced understanding of Windows, Mac OS, and Linux environments.
Experience troubleshooting LAN/WAN, Wi-Fi, DNS, VPN, and other networking concepts.
Proficiency in Microsoft Office 365, Active Directory, and cloud platforms.
Familiarity with ITSM ticketing systems (e.g., ServiceNow, Zendesk, or Jira).
Experience with hardware support, printers, peripherals, and mobile device management.
Excellent communication, analytical, and problem-solving skills with a customer-focused mindset.

We Offer:
35,000 - 50,000 PHP based on Skill Level and Experience
13/Month Bonus
Full Remote
Yearly Pay Increases

Thank you!