IT Support Technician II in Angeles Pampanga, Central Luzon at SupportNinja

Work Setup: Onsite at The Hideout in Clark, Pampanga

Employment Type: Full-Time

The IT Support Technician II is responsible for providing advanced technical support, resolving complex technical issues, and serving as an escalation resource for Tier I support teams. This role supports technology operations through advanced troubleshooting, incident resolution, asset lifecycle management, process improvement, and technical guidance while ensuring service quality, operational efficiency, and adherence to established service levels.

What does a day in the life of an IT Support Technician II look like?

• Validate Tier I troubleshooting, identify gaps in escalation documentation, and provide feedback or coaching to improve first-level resolution quality
• Determine when issues require escalation to Tier III, Infrastructure, Security, Network, vendors, or other specialized support teams per documented SOPs
• Support problem management by identifying recurring incidents, documenting patterns, and recommending corrective actions
• Respond to and resolve escalated incidents and service requests from Tier I support teams
• Provide advanced troubleshooting and resolution for hardware, software, endpoint, identity management, SaaS, networking, connectivity, and security-related issues
• Investigate complex technical issues, perform root cause identification, and implement corrective actions within established support procedures
• Manage incidents and service requests while ensuring timely resolution, accurate documentation, and adherence to service level agreements
• Maintain accurate ticket documentation, work logs, communication history, and resolution details within support management systems
• Manage user accounts, permissions, access requests, and identity-related activities in accordance with company policies and security requirements
• Configure, maintain, and troubleshoot hardware, software, operating systems, and endpoint technologies
• Collaborate with internal technical teams, vendors, and stakeholders to resolve escalated technical issues and service interruptions
• Support onboarding, offboarding, workstation deployment, system setup, migration, and user enablement activities as assigned
• Provide technical guidance, knowledge sharing, and mentorship to Tier I support technicians as appropriate
• Maintain knowledge of supported technologies, systems, processes, and operational procedures
• Manage asset lifecycle activities, including provisioning, deployment, transfers, replacements, recovery, decommissioning, inventory management, audit support, and lifecycle tracking
• Maintain accurate asset records and inventory information within company systems
• Generate asset and operational reports to support inventory management, audits, planning activities, and business requirements
• Coordinate hardware replacement, warranty support, equipment recovery, and vendor-related activities as needed
• Develop and maintain knowledge base articles, troubleshooting documentation, operational procedures, and support resources to improve service delivery and knowledge sharing
• Follow established operational procedures, security requirements, incident management processes, and company policies
• Identify recurring technical issues and recommend improvements that enhance service quality, operational efficiency, and user experience
• Participate in process improvement initiatives and support continuous improvement efforts across the IT support function
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications for an IT Support Technician II?

• Associate degree in Information Technology, Computer Science, or a related field preferred
• Minimum of three (3) years of experience in help desk, desktop support, technical support, IT operations, or a related role
• Experience supporting escalated technical issues within a ticket-driven support environment
• Strong knowledge of Windows and macOS operating systems, Microsoft 365, Google Workspace, Active Directory, and endpoint technologies
• Experience troubleshooting hardware, software, identity management, SaaS applications, networking, connectivity, and endpoint security issues
• Experience supporting asset management activities, inventory controls, and equipment lifecycle processes
• Experience working with ticketing systems, support management platforms, and knowledge management tools
• Working knowledge of incident management, service request fulfillment, escalation processes, and support best practices
• Knowledge of cloud technologies, virtualization platforms, endpoint management tools, and remote support technologies preferred
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent experience preferred
• Strong analytical, troubleshooting, and problem-solving skills with a focus on service quality and customer satisfaction
• Strong written and verbal communication skills with the ability to clearly document technical issues and resolutions
• Strong organizational and time management skills with the ability to manage multiple priorities and deadlines in a fast-paced environment
• Ability to work independently, mentor less experienced technicians, and collaborate effectively across teams
• Commitment to service excellence, continuous improvement, operational effectiveness, and SLA achievement

Ninja Perks and Benefits

• Full-time employees
  • Competitive compensation
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Bonus and incentive plans
  • Opportunities for skills training and personal and professional development
  • Employee Referral Program
  • Beautiful office space (for onsite employees)
  • Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/4A0W5O0Ks0RsxYWUkXHQm

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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