Tier 2 Technical Support Specialist - Freelance, Remote

About the role

An IT services and cybersecurity company that offers managed IT support, cloud administration, cybersecurity, compliance and automation is looking for an experienced Tier 2 Technical Support Specialist to work remotely and freelance. The specialist handles routine technical issues with a security-first mindset, supporting users on Windows, macOS, Microsoft 365 and Google Workspace, and escalating complex cases to Level 3.

Key responsibilities

• Serve as a frontline contact for client IT issues received by phone, email, Freshservice and Slack, and log, prioritize and resolve tickets using documented procedures and knowledge-base articles.
• Troubleshoot Windows and macOS issues involving software, peripherals, Wi-Fi, VPNs and network connectivity, and support Microsoft 365 and Google Workspace users.
• Maintain accurate ticket notes, follow workflows and meet SLA expectations; escalate unresolved or complex issues to Level 3 with clear steps and documentation.
• Handle user onboarding, role changes and offboarding in JumpCloud, Microsoft 365 and Google Workspace, verifying identity first and assisting with MFA, Cisco Duo, conditional access and device compliance.
• Triage phishing reports and suspicious emails, review EDR alerts, assist with patch management and vulnerability remediation, and coach users on basic security hygiene.
• Keep technical records and security documentation, improve knowledge-base articles, and communicate findings clearly to users and teammates.

Required profile

• 2-4 years of Service Desk, Helpdesk or IT Support experience with hands-on Tier 2 troubleshooting.
• Experience supporting Microsoft 365 and Google Workspace users.
• Strong ticket documentation, prioritization, escalation and user communication skills.
• Owns tickets, keeps documentation current and follows procedures carefully.

Required skills

• Practical troubleshooting on Windows and macOS.
• Working knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security and basic incident response.
• Home office setup: computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor, 40 Mbps internet, headset with noise-cancelling mic and webcam, backup computer and internet, quiet workspace.

What we offer

• Remote work, 40 hours per week, Friday to Tuesday, 8AM-5PM Manila time.
• Pay of $7 per hour.