IT Helpdesk Tier 2

Sourcefit

IT Helpdesk Tier 2 providing technical assistance remotely for customers via phone and email. Responsible for managing ticket processes and ensuring customer satisfaction.

Posted 7/15/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and customer service, with a strong focus on problem-solving and effective communication. Proficient in managing client tickets and utilizing ticketing systems to ensure customer satisfaction and operational efficiency.

Highest-signal resume keywords

Tier 2 Technical SupportWindows Desktop Operating SystemsMicrosoft Office ApplicationsTicketing System ManagementCustomer Service Excellence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Remote TroubleshootingDiagnostic TechniquesProblem-SolvingOffice Automation ProductsComputer Systems KnowledgeMobile Devices Understanding

Soft Skills

Excellent Communication SkillsInterpersonal SkillsOrganizational SkillsAttention to DetailAbility to Learn Quickly

Tools & Technologies

Ticketing SystemTime Management System

Certifications & Qualifications

Microsoft MCP Windows 10Microsoft MCP Office 365COMPTIA A+

Industry Keywords

Technology Solutions EnvironmentCustomer SatisfactionClient Ticket Management

About the role

Key responsibilities & impact

Serve as the escalation point of contact for customers seeking technical assistance via phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine best solution based upon the issue and details provide by customers
Walk the customer through the problem-solving process
Escalate unresolved issues to the next level of support when needed
Provide accurate information on IT products or services
Record events and problems and their resolution in ticketing system
Manages client tickets and using team resources to ensure client satisfaction and ticket metrics are achieved
Represent company professionally to all interested parties including customers, prospects, and outside vendor partners
Adherence and commitment to company Core Values
Process oriented, with great attention to detail
Other duties assigned

Requirements

What you’ll need

Minimum 4 years full-time experience working in a technology solutions environment
Experience as a Tier 2 support in a similar environment
Excellent written and verbal communication skills
Knowledgeable of office automation products, databases and remote control
Good understanding of computer systems mobile devices, and other technical products
Strong decision making and problem-solving abilities
Strong interpersonal and relationship building skills
Strong passion for customer service
Exceptional organizational skills and the ability to handle multiple tasks concurrently.
Ability to learn quickly in a fast-paced environment
Proficient in English
Experience with Windows Desktop Operating Systems (Windows 7-10)
Experience with Microsoft Office Applications (Word, Excel, etc.)
Experience using a ticketing and time management system
Microsoft MCP Windows 10, Microsoft MCP Office 365, COMPTIA A+ or related experience.

Benefits

Comp & perks

Full-time remote position
Work from home Monday to Friday