The Tier 3 Service Desk Specialist is responsible for providing advanced technical support, overseeing complex troubleshooting, and managing escalated IT issues that require in-depth knowledge and expertise. This role involves administering Microsoft 365 and hybrid environments, supporting a broad range of IT infrastructure, and delivering exceptional customer service.

Tasks and Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance, providing timely and accurate support.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions to identify the root cause of issues related to hardware, software, networks, and IT infrastructure
• Determine the best solution based on the issue and details provided by customers and walk them through the problem-solving process.
• Direct unresolved issues to the next level of support personnel, ensuring issues are tracked and resolved promptly.
• Follow up with customers to ensure issues are resolved and provide updates on progress or status changes.
• Work with vendors and third-party services to resolve issues related to external systems and tools.
• Pass on any feedback or suggestions by customers to the appropriate internal teams to improve service offerings.
• Meet ticket service level agreements (SLA) as defined by management, ensuring all cases are resolved within defined timeframes.
• Accountable for time-tracking daily activities, ensuring accurate records of customer interactions and work completed.
• Perform advanced server management tasks, including VPN/firewall configuration, virtual machine management, and infrastructure-level troubleshooting.
• Provide support for Microsoft 365 environments, including Office 365, Microsoft Entra ID (formerly Azure AD), and Windows 10/11 operating systems.
• Support server settings, offsite configurations, and complex IT environments, ensuring systems are secure and operating efficiently.
• Troubleshoot VPN issues, configure firewalls, and resolve network-related issues across mixed environments
• Create, configure, and manage virtual machines in environments such as VMware or Hyper-V.

Qualifications:

• Bachelor's degree in information technology, computer science, or an equivalent combination of education and related work experience.
• At least two (2) to three (3) years of experience in IT support, with at least one (1) year in a Tier 2 or Tier 3 capacity.
• Must have a stable employment history.
• Experience with network support tools.
• Experience with remote support tools.
• Expertise in advanced server work, VPN/firewall configuration, and infrastructure-level troubleshooting.
• Solid understanding of Microsoft 365, including Office 365, and Microsoft Entra ID.
• Experience with VMware or Hyper-V for virtualization management.
• Strong support capabilities for Windows 10/11 and Windows Server OS, including Group Policy configuration.
• Familiarity with Active Directory, hybrid environments, and server settings.
• Strong verbal and written communication skills, with the ability to explain complex technical issues in a clear and understandable way to non-technical users.
• Ability to troubleshoot and resolve complex IT issues, perform in-depth diagnostics, and provide clear technical context to guide resolution.
• High attention to detail, ensuring accurate logging and documentation of all issues, actions taken, and resolutions provided.
• Ability to manage multiple tasks simultaneously, meet SLAs, and track time accurately for reporting purposes.
• Has a customer-focused mindset with the ability to manage challenging situations and deliver an excellent experience to end users.
• Ability to work collaboratively with internal teams and external vendors to resolve issues and improve systems.

Work Location: WFH (within PH only)

Work Schedule: 8 PM to 5 AM PH Time, Monday to Friday

What is in store for you?

• Rice Allowance
• Internet Allowance
• Overtime Pay
• Holiday Pay
• 25% Night Differential
• Perfect Attendance Bonus
• 20 days Paid Time Off per year (1.67 days earning every month)
• HMO for Employee with PHP 140,000 Maximum Benefit Limit
• HMO for Dependents with PHP 120,000 Maximum Benefit Limit
• Group Life Insurance
• Annual Merit Increase
• 13th Month Pay
• Mid-Year Bonus

Please refer to job description.