Tier 2 Technical Support Specialist

About Us

AbroadWorks is a fast growing global enterprise with established operations in the United States, India, and the Philippines. We specialize in providing both service-based solutions and advanced tech to help North American organizations in finding, onboarding, and managing global talent easily.

Our Offerings

Global Staffing Services: Currently, the majority of our revenue is generated through our comprehensive global staffing services, which cater to the diverse needs of our clients.

Technology Solutions: Looking ahead, our strategic focus is to expand our footprint in the software sector, leveraging our technology to improve global human capital and talent management processes.

Job Title: Tier 2 Technical Support Specialist

Location: Fully Remote, Philippines

Rate: $7.00 - $10.00 per hour based on experience

Schedule: Monday to Friday, Eastern Standard Time

Job Type: Full-Time

Job Description

As a Tier 2 Technical Support Specialist, you will focus on hardware, operating systems, network troubleshooting, enterprise application support, and IT service delivery across on-premises, cloud, and hybrid environments.

Requirements

• Proven experience in a technical support or IT service delivery role
• Strong working knowledge of Windows, macOS, and Linux operating systems
• Background supporting Microsoft 365 and other business-related applications
• Experience supporting on-premises, cloud, and hybrid environments
• Familiarity with Microsoft Azure and Entra administration and support
• Hands-on experience with networking technologies including LAN, VLAN, VPN, firewalls, and security protocols
• Experience using ticketing systems with Kaseya, Datto, or Autotask is a plus
• Ability to diagnose and resolve hardware issues with computers and peripherals
• Strong communication and customer service skills,
• Good understanding of IT infrastructure security best practices.
  
  

• Provide Tier 2 technical support for hardware, operating systems, networks, and enterprise applications
• Troubleshoot and resolve network issues including LAN, VLAN, VPN, firewalls, and connectivity problems
• Install, configure, and maintain desktops, laptops, peripherals, and network equipment
• Support and troubleshoot software across Windows, macOS, Linux, and cloud-based platforms
• Communicate technical issues and solutions clearly to non-technical users
• Contribute to continuous improvement of service quality and support processes
  
  

• Must have excellent English communication skills.
• Has the ability to complete projects in a timely manner and quickly adjust to changing circumstances and embrace new technologies, processes, or methods.
• Great logical and verbal reasoning skills.
• Exceptionally detail-oriented.
• Exceptional problem-solving and information-processing skills.
• Ability to think outside the box.
• A great work ethic and interest in learning new concepts and growing with the job.
• Ability to work both independently and as part of a team.
• Must have their own work device (preferably a desktop or laptop) and a stable internet connection.
• Must be comfortable with using a time-tracking software for payroll purposes.
• Must be willing to undergo a background verification check during the final stages of the hiring process.
  
  

• A total of five paid vacation days per year (additional days can be taken unpaid).
• A 5% raise per year guaranteed (additional raises or bonuses may be given for outstanding performance).
• A paid 15-minute break for every 4 hours of work.
• Healthcare benefits after 2 months of full-time work.
• Vacation days increase by 1 vacation day per year. I.e. after one year of employment, the total paid vacation days on year 2 would be six, on year 3 seven, etc.