L1/L2 Technical Support Specialist (str0001)

Technical Support Specialist (Tier 1 / 2)

Are you ready to be part of a professional community that's powering businesses globally to save, grow and transform? Do you want to work with innovative technology, alongside talented professionals who share your passion for excellence? Look no further - hammerjack has the perfect opportunity for you!

At hammerjack, we're not just another outsourcing company - we bring together skilled professionals from the Philippines with businesses worldwide, leveraging expert operations and the latest technology to create connections that empower our community. Our mission? To improve lives by fostering meaningful professional relationships and driving success on a global scale.

We are seeking a skilled and customer-focused IT Technical Support Specialist to provide high-quality technical support across both internal teams and managed services clients. This role requires strong technical expertise, professionalism, integrity, and excellent communication skills. The ideal candidate has experience in MSP environments and a proactive approach to streamlining support processes.

Duties and Responsibilities

• Provide Level 1 and Level 2 technical support via phone, email, chat, and in-person
• Diagnose and resolve hardware, software, network, and system issues
• Manage user accounts, permissions, and access rights
• Troubleshoot Windows, macOS, and Linux operating systems
• Support Microsoft 365 (SharePoint, Exchange Online), email, VPN, and business applications
• Utilize and maintain ticketing and asset management systems (e.g., MSP Manager or similar)
• Document issues, resolutions, and processes in the ticketing system
• Escalate complex issues to higher-level IT staff when necessary
• Assist with system updates, backups, and infrastructure maintenance
• Ensure adherence to security best practices
• Provide end-user training and guidance
• Contribute to process improvements and streamlining support operations

Key Qualifications

• Degree in IT, Computer Science, or related field (or equivalent experience)
• Proven experience in IT technical support / help desk roles
• Experience working in an MSP or similar environment
• Familiarity with MSP Manager, N-Able, or other ticketing/asset management tools
• Strong knowledge of hardware, software, and networking fundamentals (TCP/IP, DNS, DHCP)
• Experience with Microsoft 365 (SharePoint, Exchange Online)
• Exposure to Active Directory and Windows Server environments
• Background in infrastructure (infra) support is highly preferred
• Excellent communication and customer service skills
• High level of professionalism, integrity, and accountability
• Ability to work independently and collaboratively

What's in It for You:

• Flexibility: Work hybrid (remotely and from one of our inspiring offices) and enjoy a better work-life balance!
• Inspiring Workspaces: Our offices are strategically located and designed to fuel your best work.
• Free Unlimited Barista Coffee and Booze: Enjoy refreshments from our cafe and beverage bar.
• Dynamic Open Spaces: Conducive for productivity and creativity.
• State-of-the-Art Security: Ensuring your safety and peace of mind.
• Game Rooms: Take a break and unwind with our recreational facilities.
• Competitive Compensation: Your talents deserve to be rewarded! We help you negotiate with our clients.
• Professional Growth: Access to ongoing training and development opportunities to help you reach your full potential.
• A Supportive Community: Join a diverse and inclusive team that's dedicated to your success.
• Global Impact: Be part of something bigger and make a difference on a global scale.

Ready to Make a Difference?

If you're ready to join a dynamic team and be part of something truly special, we want to hear from you! Apply directly on this job ad, and let's forge a brighter future together!

hammerjack is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.