L2/3 Customer Support Specialist

January 22

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ScalableOS

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ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

201 - 500 employees

🤝 B2B

☁️ SaaS

📋 Description

• This is a remote position. • In this position, you will be crucial in ensuring the smooth functioning and optimal performance of our clients' IT systems. • You will be responsible for providing advanced technical support, resolving complex issues, and offering expert guidance to our clients and the IT support team. • With your in-depth knowledge and problem-solving skills, you will lead efforts to enhance IT processes, implement best practices, and deliver top-not customer service. • Provide technical support to clients via phone, email, and remote desktop tools. • Troubleshoot issues related to software, hardware, and networking. • Document all client interactions in RTT’s ticketing system. • Escalate complex issues to escalation Specialists or management as needed. • Participate in on-call rotation for after-hours support. • Participate in Support Team huddles and monthly Support Team L10 meetings. • Collaborate with other Support Team Specialists to share technology solutions and best practices. • Help maintain and expand Support Team documentation/knowledge base. • Collaborate with vendors and third-party providers to resolve technical issues. • Communicate ticket status, risks, and issues to client stakeholders and internal teams, providing regular updates and managing expectations. • Act as a technical point of contact for clients and internal teams, offering guidance and recommendations. • Stay up to date with industry trends and emerging technologies. • Demonstrate a learning mindset and a commitment to personal growth and development by seeking out training opportunities.

🎯 Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field. • Proven experience (5+ years) in providing IT support and troubleshooting, preferably in a client-facing or managed services environment across a variety of hardware, software, and networking topics, including but not limited to: On-premises and hosted mail solutions (Exchange / Google / O365), Server environments (Windows and Mac servers), Active Directory, O365 Administration, Entra AD & ADSync, Cloud file-sharing solutions such as SharePoint, Dropbox, and Google Drive, Workstation operating systems (Windows, MacOS, iOS, ChromeOS), Anti-virus & anti-malware solutions, Backup solutions and applications (Datto, Veeam, etc.), Disaster recovery solutions, Encryption technologies (Bitlocker, File Vault, etc.), Desktop applications, Printers/copiers/scanners, Remote desktop support, VoIP and PBX phone systems - soft and hardware phones. • Excellent analytical and problem-solving skills, with the ability to quickly identify root causes and implement effective solutions. • Effective communication skills, with the ability to explain technical concepts to all types of customers internal and external. • Strong leadership and mentoring skills, with the ability to guide and support junior team members. • Ability to work independently and as part of a team, prioritize tasks, and manage multiple tickets simultaneously. • Strong customer service orientation and a commitment to delivering high-quality solutions. • Certifications in networking, cloud security, cyber security, or similar are a plus.