Technical Support Representative Tier 2 – BGC (Dayshift)
Jobs and Careers at KMC MAG Solutions, Inc.

Technical Support Representative Tier 2 – BGC (Dayshift)

KMC MAG Solutions, Inc.
Local
1 month ago
Local
Apply before October 13, 2022

Job Description

The primary responsibilities of a TECHNICAL SUPPORT REPRESENTATIVE II (TSR2) include: 

  • Manage service escalations, which include applying system patches, system rollback, replacement of computing service units, and escalating to the engineering team. 
  • Manage production cloud services and infrastructure, which include provisioning, monitoring, decommissioning, and securing. 
  • Manage platform releases and integration to ensure the likelihood of downtime, security breach, and escalations. 
  • Manage TSR 1 and provide them with necessary mentoring and training. 
  • Manage on-premise and cloud infrastructure diagrams and documents. 
  • Manage Active Directory Domain Services (AD DS), which include
  • the provision of security certificates, single sign-on (SSO), LDAP, and user rights & privilege management. 
  • Manage Office365, which includes checking service health, generating custom reports, managing security groups, checking & logging service requests, managing users, and managing spam & malware. 
  • Manage IT equipment, which includes setting up & troubleshooting computers running Windows 7 to 11 or macOS, printers, routers, and modems. 
  • Manage IT assets to ensure all IT equipment is recorded, properly tagged, and kept in optimal performance. 
  • Manage virtual servers on-premise and cloud (AWS), which include setup, troubleshooting, and decommissioning. 
  • Manage IT vendors, which includes liaising order requests and reviewing quotations. 
  • Manage service desk tickets to ensure that internal and external customers can do their job without a hitch. 
  • Manage system alarms and notifications, which include performing initial troubleshooting and triggering escalation. 

To apply for the role, you must have the following: 

  • Preferably a graduate or diploma degree holder in a reputable institution or equivalent, with at least 6 to 8 years of work experience related to technical support. 
  • Preferably an experience in Active Directory, Office365, Virtual Server, and VPN management. 
  • Experience in troubleshooting Windows/MacOS-based computers, printers, routers, firewalls, and modems. 
  • Experience in DevOps processes and tools. 
  • Preferably with knowledge in risk management and business continuity plan. 
  • Preferably with experience in managing junior technical support personnel 
  • Professional command of the English language
  • Willing to work in BGC, Taguig (9AM – 6PM Manila)

It will also be favorable if you have the following: 

  • A team player who is reliable, contributor, and trustworthy. 
  • A motivated leader who is willing to train people to be better. 
  • A technical expert who can communicate in layman language. 
  • Not afraid to make a mistake and do corrective actions to prevent the same mistake from happening again. 
  • Confident to share his or her ideas to better the business. 
  • Willing to create a good working relationship with internal and external stakeholders. 
  • A critical thinker who knows prioritization, mitigation, and escalation. 
  • Willing to learn and be trained to refine his or her skills for the given role. 

How do you apply?

To learn more and apply, visit us at link or click the Apply Now Button below.

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