L2/L3 Tech Support Engineer

Treantly is a Canadian-based recruitment agency that facilitates the connection between

businesses in North America and exceptional remote staff in the Philippines.

The IT Support Technician provides technical assistance and support to end users across

various organizations served by MSP clients. Responsibilities include diagnosing and resolving

hardware, software, and network issues to ensure smooth system operation. The role requires

responding promptly to support requests, serving as the initial point of contact for IT support

tickets, and ensuring end-user satisfaction. IT Support Technicians need strong interpersonal

skills, exceptional problem-solving abilities, and outstanding customer service skills, along with

adeptness in multitasking and organization.

Job Responsibilities:

• Respond promptly to user inquiries and provide advanced level technical support via
• phone, email, or remote support.
• Diagnose and resolve technical hardware and software issues, including desktops,
• laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Ability to troubleshoot spam filters, O365, Microsoft Exchange, and associated email
• solutions.
• Troubleshoot and resolve firewall, router, and other network related issues
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and
• resolution.
• Setup and deployment of new PCs and printers
• Create new users and maintain Active Directory information.
• Install, configure, and troubleshoot operating systems, software applications, and user
• accounts.
• Assist with the procurement, installation, and inventory management of IT equipment.
• Document technical procedures, configurations, and troubleshooting steps for reference
• and training purposes.
• Provide excellent verbal and written skills geared towards customer service and IT
• support with end users.
• Participate in an on-call rotation to ensure timely resolution of urgent issues outside of
• regular business hours.
• Prioritize incidents and service requests according to defined processes to meet defined
• SLAs.
• Provide training and guidance to users on best practices for utilizing IT resources
• effectively and securely.
• Stay informed about emerging technologies and industry trends to continuously improve
• IT support services and processes.
• Perform other duties as assigned.

Requirements

• Associate degree or higher in Information Technology, Computer Science, or a
• related field, or equivalent work experience.
• Minimum 5 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, software, and networking principles.
• Proficiency in troubleshooting technical issues and providing timely solutions.
• Familiarity with Windows and Mac operating systems, as well as Microsoft Office
• Suite and other common software applications.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN
• Experience with Active Directory, Office 365, Azure AD, and user account
• management.
• Strong communication skills, with the ability to interact professionally with any
• user from different client locations.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and prioritize tasks effectively in a fast-paced
• environment.
• Strong organizational and time management skills

Preferred Relevant IT certifications such as

• CompTIA A+
• CompTIA Network+
• CompTIA Security

Benefits

What we Offer:

• Opportunities for growth and advancement
• HMO- Maxicare