Tier 3 Help Desk Technician

Our Company

At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.

What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:

We’re seeking aTier 3 Helpdesk Support with expertise in troubleshooting Windows and Mac systems, servers, networks, and software. Skilled in resolving technical issues, optimizing system performance, onboarding users, and managing IT support requests while maintaining high customer satisfaction. Proficient in network administration, IT project support, inventory management, and mentoring team members to drive continuous process improvement.

Location: Must be in Philippines – Remote.

Language: Advanced English (B2+ - C1).

Timezone: Monday to Friday – 7AM – 4PM PST / 10PM – 7AM Philippine Time

Employment: Full time

Requirements:

• Serve as the highest-level Help Desk escalation resource for complex user, workstation, application, access, and connectivity issues.
• Hands-on experience supporting all three operating systems: Windows, macOS, and Linux, including Ubuntu and CentOS.
• Support Outlook, Teams, OneDrive, SharePoint, Exchange Online, licensing, MFA, mailbox issues, and access troubleshooting.
• Manage users, groups, permissions, password issues, account lockouts, MFA, SSO, and hybrid identity troubleshooting.
• Strong working knowledge of TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, routers, switches, and remote connectivity.
• Recognize phishing, suspicious logins, malware indicators, compromised accounts, and escalate security concerns appropriately.
• Comfortable supporting multiple client environments, working tickets, documenting clearly, and owning escalations through resolution.
  

Responsibilities:

• Provide timely resolution of customer issues, ensuring satisfaction remains above 90%
• Troubleshoot and resolve issues with workstations, servers, networks, and software without reliance on predefined scripts
• Navigate ambiguous problems by applying strong diagnostic skills and technical knowledge
• Modify configurations, utilities, software, and system settings to optimize performance
• Onboard new users into systems and configure workstations/software
• Install, maintain, and troubleshoot Windows and Mac desktop and server operating systems
• Field support requests via phone, email, and ticketing system, documenting and monitoring all requests
• Manage and troubleshoot network and server issues (DNS, DHCP, VPN, TCP/IP)
• Support IT projects and third-party software implementations
• Maintain accurate inventory of equipment, software, and licenses
• Mentor junior team members and contribute to overall process improvement
• Obtain required certifications within 6 months