Level II Technical Support Consultant

Our Company
At DOXA, we are dedicated to connecting businesses with top-tier talent across various industries. Our mission is to deliver innovative solutions that drive exceptional outsourcing services, enabling companies to expand their teams and grow their operations seamlessly.
What sets DOXA apart is our commitment to fostering a vibrant and supportive team culture. Join us and be part of a culture that prioritizes your happiness and well-being, ensuring you thrive both personally and professionally.

The Role:
We’re seeking a Level II Technical Support Consultant. This role is designed for an experienced IT support professional who can independently own and resolve moderately complex incidents and service requests across multiple managed client environments.
You’ll play a key role in providing responsive, client-focused technical support, serving as an escalation resource for Level I technicians, maintaining accurate documentation, and escalating issues that exceed Support scope.

Location: Must be in The Philippines – Remote.
Environment: Philippines and International Teams.
Language: Advanced English (B2+ - C1).
Timezone: Monday to Friday – 8:00 PM – 5:00 AM MT.
Contract: Full Time

Requirements:

• Education: Bachelor’s degree in Information Technology, Computer Science, or any related field preferred; equivalent combinations of practical experience, training, and certifications may be considered.
• Experience: Typically 3-5 years of professional IT support experience, including independently resolving escalated desktop, cloud, identity, email, and network issues; experience in an MSP, professional services, or other multi-client support environment preferred; experience supporting organizations with approximately 15-50 employees preferred.
• Skills: Demonstrated experience supporting Microsoft 365, Windows endpoints, Active Directory or Entra ID, email, VPN, and business networks; experience with Autotask (PSA), Datto RMM, ThreatLocker, and SentinelOne a plus, with training provided during onboarding; experience with common MSP platforms such as PSA, RMM, endpoint security, backup, documentation, and remote-support tools; relevant Microsoft, CompTIA, networking, security, or vendor certifications a plus.
• Characteristics: Clear, professional client communication in non-technical language; critical thinking using evidence and structured troubleshooting to isolate root causes; ownership and accountability for assigned work; accurate, reusable documentation; collaborative across Support, Engineering, Dispatch, Sales, and Account Management; able to manage competing priorities with minimal supervision while balancing speed with accuracy and security.

Responsibilities:

• Own assigned incidents and service requests from assignment through resolution, documented handoff, or escalation, prioritizing by client impact, urgency, service level commitments, and security risk.
• Troubleshoot and resolve moderately complex issues involving Windows workstations, business applications, hardware, printing, and user profiles, and administer and troubleshoot Microsoft 365 services including Exchange Online, Entra ID, Teams, SharePoint Online, OneDrive, licensing, and multifactor authentication.
• Administer and troubleshoot Active Directory, Group Policy-related endpoint issues, DNS, DHCP, and basic Windows Server services, along with LAN, WAN, Wi-Fi, VPN, and basic firewall or switching issues, collecting logs and evidence before escalation.
• Use the approved PSA, RMM, remote-support, backup, and security platforms to monitor, diagnose, remediate, and document client issues, and respond to endpoint security alerts per approved procedures while preserving evidence.
• Maintain accurate ticket notes, time entries, and documentation, serve as a technical escalation resource for Level I technicians, and maintain productivity expectations of an average of six billable hours per workday while participating in client onboarding, deployments, and improvement initiatives.