job description
Are you a skilled IT professional looking to take your career to the next level? Virtual Staffing Solutions OPC is seeking a Tier 2 IT Helpdesk Specialist to join our dynamic team in Cebu City. In this role, you will be the go-to expert for resolving complex technical issues, providing top-tier support to our clients, and ensuring seamless IT operations.
As a Tier 2 IT Helpdesk Specialist, you will handle escalated tickets that require advanced troubleshooting, system diagnostics, and problem-solving skills. This is an excellent opportunity to work in a fast-paced environment, collaborate with a talented IT team, and grow your expertise in enterprise-level support.
If you are passionate about technology, enjoy solving challenging problems, and thrive in a customer-focused role, we want to hear from you!
Responsibility
- Respond to and resolve escalated Help Desk tickets requiring Level 2 expertise.
- Perform advanced troubleshooting for hardware, software, and network-related issues.
- Provide remote and onsite support to end-users, ensuring minimal downtime.
- Collaborate with Tier 1 support and other IT teams to escalate and resolve complex issues.
- Document solutions and update knowledge base articles for future reference.
- Monitor system performance and proactively identify potential IT issues.
- Assist in the deployment, configuration, and maintenance of IT systems and applications.
- Ensure compliance with IT security policies and best practices.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum of 2 years of experience in IT support, with a focus on Tier 2 troubleshooting.
- Strong knowledge of Windows and macOS operating systems, as well as common business applications.
- Experience with Active Directory, network troubleshooting, and remote support tools.
- Excellent communication skills, both written and verbal, with a customer-centric approach.
- Ability to work independently and as part of a team in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
- Willingness to work onsite in Cebu City.