Tier 3 Service Desk Specialist | Work from Home
Connext is hiring a Tier 3 Service Desk Specialist to work remotely from Metro Manila supporting a US client, acting as the senior technical resource resolving complex IT issues across Windows, macOS, Microsoft 365/Google Workspace, and cloud/on-prem environments, including advanced networking (firewalls, VPNs, DNS/DHCP). Requires 5+ years in an MSP or multi-client IT support setting.
- Compensation
- Not disclosed
- Location
- Metro Manila
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field
- Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment
Full description
Req ID: 5161
Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.
We are currently looking for a Tier 3 Service Desk Specialist who will be working with Connext's Client in the United States of America.
What's in it for you?
- Competitive compensation
- Perfect Attendance Bonus
- Life insurance
- HMO Insurance
- Great company culture
- 25% Night DifferentialWhat is the job?
The Tier 3 Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments.
Responsibilities:
- Serve as a trusted technical resource for complex IT support needs across multiple client environments.
- Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.
- Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.
- Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.
- Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.
- Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.
- Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.
- Identify opportunities to improve support processes, documentation, automation, and technical tooling.
- Maintain accurate technical documentation and contribute to internal knowledge resources.
- Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.
- Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.
- Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment.