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Support Desk Technician (Tier 2) at TheCompuLab. The Support Desk Technician (Tier 2) at Proper Sky is a key member of our service delivery team, responsible for resolving complex technical issues, supporting escalations, and ensuring a seamless IT experience for our clients. This role requires a strong technical foundation in Microsoft 365, networking, and server administration, paired with exceptional communication skills and a client-first mindset. You’ll troubleshoot advanced support tickets, mentor junior technicians, and contribute to documentation and process improvements. The ideal candidate is a proactive, solutions-driven professional who thrives in a fast-paced MSP environment and is committed to service excellence.. Primary Duties:. Technical Troubleshooting & Resolution:. . Assess Urgency and Impact of each problem to ensure appropriate resolution timeline is achieved.. . Triage all assigned tickets in manner that matches the urgency and impact to our clients organization.. . Diagnose and resolve complex end-user issues related to desktops, laptops, printers, and mobile devices. . Troubleshoot server and network-related issues (DNS, DHCP, VPN, Active Directory, etc.). . Troubleshoot escalated support tickets from Tier 1 technicians. . Identify root causes and implement permanent fixes. . Provide remote and occasional onsite support for critical issues. . . Problem Escalation Support:. . Provide technical assistance and mentorship to Tier 1 and junior technicians. . Escalate issues to Tier 3 or engineering teams when necessary, with detailed documentation. . Identify root causes of escalated issues and ensure SOP’s are documented to ensure next-level support can resolve if issue repeats.. . Collaborate with project teams on migrations, upgrades, and deployments. . Participate in team standups and knowledge-sharing sessions. . . Documentation & Continuous Improvement:. . Maintain accurate and up-to-date documentation in ConnectWise, Hudu and knowledge base. . Contribute to internal process improvements and standard operating procedures (SOPs). . Flag recurring issues and propose solutions to reduce repeat incidents. . . Client Engagement:. . Provide professional and empathetic communication to clients via phone, email, and ticketing systems. . Ensure timely and accurate updates to clients on issue status and resolutions. . Maintain customer satisfaction by meeting or exceeding SLAs and expectations for each problem you are navigating. . Education & Technical Experience:. . 5+ years of relevant hands-on IT support experience in a helpdesk, MSP, or technical support environment. . Certifications such as CompTIA Network+/Security+, Microsoft AZ-104, Azure Administrator Associate and Cisco CCNA a plus. . ITIL Foundation 4 or higher. . Strong knowledge of Microsoft 365, Azure AD, Exchange Online, SharePoint, Teams, and Intune. . Proficient in troubleshooting Windows OS, servers, networking issues (DNS, DHCP, VPN, VLANs, firewalls). . Familiarity with backup systems, EDR platforms, and RMM tools. . Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred. . . Soft Skills:. . Strong verbal and written communication skills. . Ability to manage multiple tasks and prioritize in a fast-paced environment. . Self-starter with a continuous learning mindset. . Team player with mentoring capabilities. . Highly organized, detail-oriented, and customer-service driven. . Company Location: Philippines.