We’re Hiring: Tier 2 Support Desk!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a Tier 2 Support Desk to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Tier 2 Support Desk

Work Arrangement: Work From Home

Location: Any CS Branch - Makati/Ortigas/Cebu/Mabalacat/Angeles/ Davao

Schedule: Night Shift

This position requires you to develop, coordinate, and implement incident resolutions for existing clients to meet their support needs. You will provide technical support in a wide variety of network environments. Specifically, you will be responsible for the timely and accurate troubleshooting of various business technologies for your clients. You must be able to quickly evaluate problems and develop effective solutions.

To support our customer service goals, you will work closely with our internal Network Administration teams. Issues that fall outside of your knowledge or expertise will need to be escalated appropriately. Strong communication with both the team and the client regarding the status and resolution of support issues is essential.

You will regularly interact with a wide range of individuals—from company owners and office managers to end users—so excellent customer service skills are paramount in this position. Wallflowers need not apply.

We will be looking for proven examples during the interview where you've successfully multitasked and solved problems effectively. You should be comfortable working both independently and as part of a team. Clear communication with non-technical users and strong time management skills are also essential.

Key Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Excellent interpersonal and communication skills, including active listening and customer service
• Strong diagnostic and troubleshooting skills
• Ability to multi-task and adapt quickly to change
• Technical awareness and the ability to apply the right resources to various technical issues
• Understanding of key IT services and support tools
• Fast and accurate typing for timely service request entry
• Self-motivated and able to work effectively in a fast-paced environment

Non-negotiable skills & requirements:

• Provide IT support related to Microsoft’s core business applications and operating systems
• Support disaster recovery solutions
• Provide basic network-level support (WAN/LAN connectivity, routers, firewalls, and security)
• Support remote access solutions (VPN, Terminal Services, Citrix)
• Monitor alerts from our remote monitoring and management system and respond accordingly
• Maintain and review system documentation within our ticketing system
• Communicate with clients regarding incident status, updates, and scheduled changes or outages

Perks & Benefits (Work From Home)

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment  
• Flexible leave credits which may be used for vacation, emergency and sick leaves  
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled  Superb and exciting Mid-Year Parties – with items to give away and cash prizes!  
• Endless opportunities for career advancement  
• Annual Performance Review with Salary Increase  
• We set you up for success with a company-provided PC/Laptop and fiber internet connection  
• Tech-on-wheels Support