Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a distinguished leader of business outsourcing and technology. We are seeking a highly skilled and experienced Helpdesk (NOC) Escalated Support Level 2-3 candidate to join our team in Baguio. In this role, you will be responsible for providing technical support and assistance to our customers, including support for applications related to Tier II and Tier III helpdesk support, Next Gen Firewalls, 2FA, DUO, Sophos, whitelisting applications, etc.
In addition to standard customer helpdesk support, you will be responsible for managing and troubleshooting a wide range of security initiatives, including antivirus software, network security solutions, identity and access management systems, endpoint protection platforms, SIEM systems, vulnerability management tools, encryption and data protection solutions, security and compliance frameworks, disaster recovery and business continuity systems, and network monitoring and traffic analysis tools.
To be successful in this role, you should have extensive experience in security and IT support, as well as strong problem-solving and communication skills. If you are looking for an exciting opportunity to join a dynamic and fast-paced team, we encourage you to apply for this position today.
The responsibilities of a Helpdesk (NOC) Escalated Support Level 2-3 candidate would include:

Providing technical support to customers via phone, email, or chat.
Identifying and troubleshooting issues related to the supported applications and security initiatives.
Escalating complex issues to higher levels of support as needed.
Documenting support interactions and resolutions in a ticketing system.
Collaborating with other team members to resolve customer issues in a timely manner.
Keeping up to date with new developments and updates related to the supported applications and security initiatives.
Providing training and guidance to lower-level support staff as needed.
Participating in on-call rotation for after-hours support.
Identifying and reporting on trends in customer support requests.
Participating in the development and implementation of new processes and procedures related to support and security initiatives.

To be considered for the role of Helpdesk (NOC) Escalated Support Level 2-3 should possess the following qualifications:

A bachelor's degree in a related field such as computer science, information technology, cybersecurity, or equivalent experience.
5-7 years of experience in a technical support or helpdesk role.
Strong knowledge and experience with the supported applications and security initiatives listed in the job posting.
Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
Strong problem-solving and troubleshooting skills, with the ability to identify and resolve complex issues.
Experience with ticketing systems and documenting support interactions.
Ability to work well in a team environment, collaborating with other team members to resolve customer issues.
Availability to participate in an on-call rotation for after-hours support.
A desire to stay up-to-date with new developments and updates related to the supported applications and security initiatives.
Experience providing training and guidance to lower-level support staff is a plus.