Tier 2 Technical Support Specialist (Philippines)

About DTIQ Technologies, Inc DTiQ is the world's leading provider of intelligent video-based surveillance and loss prevention services. With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Burger King, KFC, and McDonald's to name a few. If you are interested in technology, loss prevention, or hospitality, advance your career at DTiQ! We're always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment. Role Overview The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics. Key Responsibilities Provide direct technical support to customers via phone, email, and ticketing systems Troubleshoot and resolve complex hardware, software, and network issues Install and configure DTiQ systems remotely Escalate issues when necessary and collaborate with internal teams to ensure resolution Maintain ticket queue performance and meet SLA and productivity targets Document issues and solutions clearly and accurately Schedule As needed Required Qualifications Strong English communication skills (spoken and written) Solid understanding of computer hardware and networking fundamentals Knowledge of Windows operating systems Experience in technical support or help desk environments Strong troubleshooting and problem-solving skills Ability to work independently and as part of a team Preferred Qualifications Fluent in Spanish CompTIA or other technical certifications IT degree (completed or in progress) Experience in surveillance, POS systems, or loss prevention technologies