Tier 2 Technical Support Specialist (Philippines)

Role Overview

The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.

Key Responsibilities

• Provide direct technical support to customers via phone, email, and ticketing systems

• Troubleshoot and resolve complex hardware, software, and network issues

• Install and configure DTiQ systems remotely

• Escalate issues when necessary and collaborate with internal teams to ensure resolution

• Maintain ticket queue performance and meet SLA and productivity targets

• Document issues and solutions clearly and accurately

Schedule

• As needed

Required Qualifications

• Strong English communication skills (spoken and written)

• Solid understanding of computer hardware and networking fundamentals

• Knowledge of Windows operating systems

• Experience in technical support or help desk environments

• Strong troubleshooting and problem-solving skills

• Ability to work independently and as part of a team

Preferred Qualifications

• Fluent in Spanish

• CompTIA or other technical certifications

• IT degree (completed or in progress)

• Experience in surveillance, POS systems, or loss prevention technologies