Tier 2 Technical Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 $7 / hour

⏳ Contract/Temporary

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Magic, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

⚡ Productivity

B2B • Productivity

Magic, Inc. is a company that provides a frictionless way to connect businesses with thoroughly vetted and cost-effective remote workers for various key functions. Their services include virtual assistance, customer service, sales lead generation, and scheduling, leveraging a combination of automation and the expertise of remote workers to streamline business operations.

📋 Description

• 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 SLA expectations • Escalate unresolved, complex, or non-standard issues to Level 3 with clear troubleshooting steps and documentation • Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace • Verify user identity before account-related actions • Assist with MFA, Cisco Duo, conditional access, and device-compliance remediation • Apply least-privilege principles and approved access-management procedures • Recognize and triage phishing reports, suspicious emails, and other potential security concerns • Review and respond to endpoint protection and EDR alerts • Assist with patch management and vulnerability remediation • Identify and escalate support requests involving security risks • Coach users on basic security hygiene and safe technology practices • Maintain 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

🎯 Requirements

• 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 • Computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher • Internet speed of at least 40MBPS • Headset with an extended noise-canceling mic and webcam • Back-up computer and internet connection • Quiet, dedicated workspace at home • Reliable internet connection • Own computer with Intel Core i5 or similar or higher operating system • Availability for 40 hours per week, Friday–Tuesday, 8AM–5PM Manila Time

🏖️ Benefits

• No benefits package included