L2/L3 Tech Support Engineer

Role Summary

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.

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

• Opportunities for growth and advancement
• HMO- Maxicare

About the Company

Our client is an innovative B2B e-commerce brand focused on providing high-quality products to businesses at scale. The company values agility, creativity, and collaboration, creating an environment where team members can contribute across multiple functions. With a clear focus on growth and operational excellence, they strive to deliver exceptional service and seamless fulfillment to their business customers.