Tier 3 Service Desk Specialist (Mac OS/Windows)
Connext
Job Summary
The Tier 3 Service Desk Specialist is responsible in serving as a senior technical resource responsible for resolving complex IT issues across multiple client environments. The role provides advanced troubleshooting and escalation support across end-user systems, cloud platforms, networking, security, and infrastructure while taking ownership of issues from investigation through resolution and supporting technical projects and process improvements.
Job Description
• Serve as a trusted technical resource for complex IT support needs across multiple client environments.
• Diagnose and resolve difficult or non-routine technical issues across Windows, macOS, Microsoft 365, Google Workspace, and cloud/on-premise environments.
• Own technical issues end-to-end, including investigation, root-cause identification, resolution, documentation, and client communication.
• Provide advanced support for networking components, including firewalls, switches, VPNs, DNS/DHCP, Wi-Fi, and routing.
• Partner with technical teams in a non-tiered support structure to coordinate cross-functional troubleshooting and resolution.
• Participate in client projects involving migrations, deployments, security initiatives, system upgrades, and other technical changes.
• Research unfamiliar technologies and use logical troubleshooting, experimentation, and available resources to identify solutions.
• Identify opportunities to improve support processes, documentation, automation, and technical tooling.
• Maintain accurate technical documentation and contribute to internal knowledge resources.
• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders.
• Manage multiple client issues and competing priorities while maintaining service quality and timely resolution.
Screening Criteria
• Bachelor's degree in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related technical field.
• Minimum of five (5) years of demonstrable experience in an MSP, fast-paced, multi-client, or multi-site IT support environment.
• Must have stable employment history.
Required Qualifications
• Experience supporting and troubleshooting Windows, macOS, Microsoft 365, Google Workspace, and related IT environments.
• Experience with networking and security fundamentals, including VPNs, DNS/DHCP, VLANs, Wi-Fi, firewalls, and routing.
• Demonstrates strong troubleshooting skills across systems, networking, cloud services, and security fundamentals, with the ability to diagnose problems beyond Level 2 support.
• Demonstrates strong customer-facing communication skills with the ability to explain complex technical concepts clearly to users and stakeholders.
• Demonstrates high level of comfort diagnosing unfamiliar technologies through research, logic, and experimentation.
• Demonstrates strong ownership mentality, with the ability to manage technical issues through the entire resolution process.
• Proactive approach to improving processes, documentation, and technical tools.
• Proven ability to manage multiple client environments and competing priorities effectively.
• Proven ability to collaborate effectively with technical and non-technical teams.
• Clear and coherent both written and verbal communication skills in English.
Other Details
- WFH
- 9pm - 6am PHT Mon-Fri
- 25 % Night Diff
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