IT Support (Level 2)

Looking to take your career to the next level? Then this role is for you! Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together! Min of 2.5 years Proven Experience in a technical support role, preferably at a Tier 2 level or higher. Solid understanding of software, hardware, networking, and system administration concepts. Hands-on experience with Windows, macOS, Linux, and mobile operating systems. Proven ability to work independently while collaborating effectively with cross-functional teams. Proficiency with ticketing systems and remote support tools such as ConnectWise Manage, N-Able, and IT Glue. Core responsibilities: Provide high-quality technical support to customers, addressing software, hardware, and network-related issues. Escalate and resolve Tier 2 technical support issues, serving as a key liaison between Tier 1 support and specialized technical teams. Analyze, diagnose, and troubleshoot complex customer issues using advanced troubleshooting techniques and tools. Accurately document all customer interactions in the ticketing system to ensure clear communication and issue tracking. Collaborate with product development, engineering, and quality assurance teams to report and resolve product-related concerns. Identify trends and recurring issues in support requests, recommending improvements to enhance product performance and user experience. Create and maintain a knowledge base of technical solutions, troubleshooting guides, and FAQs for internal and external use. Benefits: Competitive salary Opportunity to shape the HR function of a rapidly growing BPO. Work closely with a team of industry leaders who have successfully scaled BPOs in the past. Career growth and development opportunities. Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!