Tier 2 Technical Support Specialist- Freelance, Remote

The Impact you’ll make

• 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 service-level agreement (SLA) expectations.
• Escalate unresolved, complex, or non-standard issues to Level 3 (L3) with clear troubleshooting steps and supporting documentation.

• Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace.
• Verify user identity before performing account-related actions.
• Assist with multi-factor authentication (MFA), Cisco Duo, conditional access, and device-compliance remediation.
• Apply least-privilege principles and follow approved access-management procedures.

• Recognize and triage phishing reports, suspicious emails, and other potential security concerns.
• Review and respond to endpoint protection and endpoint detection and response (EDR) alerts according to documented procedures.
• Assist with patch management and vulnerability remediation.
• Identify when a routine support request may involve a security risk and escalate it through the appropriate process.
• Coach users on basic security hygiene and safe technology practices.

• Maintain accurate 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.

Skills, Knowledge and Expertise

• 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.

• Technical troubleshooting: You investigate issues methodically and work toward reliable resolutions rather than relying on guesswork.
• Security-first thinking: You recognize when access requests, suspicious messages, or endpoint alerts may require additional scrutiny.
• Sound judgment: You know when to follow a documented procedure, verify a user's identity, or escalate.
• Clear communication: You explain technical issues and next steps in a professional, easy-to-understand way.
• Ownership and organization: You manage tickets carefully, keep documentation current, and follow through on open issues.

• Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
• Internet speed of at least 40MBPS
• Headset with an extended mic that has noise cancellation and a webcam
• Back-up computer and internet connection
• Quiet, dedicated workspace at home

• You have hands-on Tier 2 support experience and can troubleshoot independently.
• You understand that security is part of everyday IT support, not a separate afterthought.
• You are comfortable supporting users across different operating systems and cloud productivity platforms.
• You follow procedures carefully, document your work, and recognize the limits of your access or expertise.
• You enjoy helping users while contributing to a more reliable and secure IT environment.

• Remote position
• Must have a reliable internet connection and a quiet workspace
• Required to provide own computer with Intel Core i5 or something similar or higher operating system

• 40 hours per week
• Friday - Tuesday, 8AM - 5PM Manila Time

• $7 per hour
• No benefits package included

Benefits