Tier 2 Technical Support Specialist

Magic, Inc

. Serve as a frontline contact for client IT issues received through phone, email, Freshservice, and Slack .

Posted 10/16/2026contractRemote • PhilippinesJuniorMid-Level💰 $7 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting Windows and macOS environments, supporting Microsoft 365 and Google Workspace, and applying security best practices. Proficient in ticket documentation, prioritization, and user communication to ensure effective IT support.

Highest-signal resume keywords

Windows TroubleshootingMacOS TroubleshootingMicrosoft 365 SupportGoogle Workspace SupportMFA Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Tier 2 TroubleshootingTicket DocumentationIncident ResponseEndpoint SecurityAccess ManagementPhishing DetectionPatch ManagementVulnerability RemediationNetwork ConnectivityDevice Compliance

Soft Skills

User CommunicationPrioritizationCoaching

Tools & Technologies

FreshserviceSlackCisco DuoJumpCloudEDR Alerts

Industry Keywords

Service DeskHelpdeskIT SupportSecurity DocumentationCompliance Evidence

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

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 SLA expectations
Escalate unresolved, complex, or non-standard issues to Level 3 with clear troubleshooting steps and documentation
Support user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace
Verify user identity before account-related actions
Assist with MFA, Cisco Duo, conditional access, and device-compliance remediation
Apply least-privilege principles and approved access-management procedures
Recognize and triage phishing reports, suspicious emails, and other potential security concerns
Review and respond to endpoint protection and EDR alerts
Assist with patch management and vulnerability remediation
Identify and escalate support requests involving security risks
Coach users on basic security hygiene and safe technology practices
Maintain 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

Requirements

What you’ll need

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
Computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher
Internet speed of at least 40MBPS
Headset with an extended noise-canceling mic and webcam
Back-up computer and internet connection
Quiet, dedicated workspace at home
Reliable internet connection
Own computer with Intel Core i5 or similar or higher operating system
Availability for 40 hours per week, Friday–Tuesday, 8AM–5PM Manila Time

Benefits

Comp & perks

No benefits package included