{"id":2727330,"url":"https://alion.io/job/magic-tier-2-technical-support-specialist-freelance-remote","title":"Tier 2 Technical Support Specialist- Freelance, Remote","company":{"id":1815027,"name":"Magic","domain":"getmagic.com","url":"https://alion.io/company/getmagic","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"freelance","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Taguig, Philippines"],"countries":["PH"],"hiring_countries":["PH"],"hiring_countries_total":1,"salary":{"min":7,"max":7,"currency":"USD","period":"hour","gross":null,"usd_annual":14000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Workspace","optional":false},{"name":"Least Privilege","optional":false},{"name":"Service Desk","optional":false},{"name":"Slack","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T16:43:03Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-21T15:38:26Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"About the Client\nOur client is an IT services and cybersecurity company that helps businesses manage their technology environments, protect their systems, and maintain secure day-to-day operations. Its services span managed IT support, cloud administration, cybersecurity, compliance, and automation. The team values reliable technical support that resolves user issues efficiently while recognizing and addressing potential security risks.\n\nWhy does this role exist?\nThe business needs an experienced Tier 2 Technical Support Specialist who can independently manage routine technical issues while applying a security-first mindset to every ticket. You will support users across Windows, macOS, Microsoft 365, Google Workspace, and related systems, ensuring issues are properly documented, resolved, or escalated. This role is ideal for someone who combines hands-on troubleshooting with sound security judgment and clear communication.\nThe Impact you’ll make\n Tier 2 Helpdesk & Technical Troubleshooting\n\nServe as a frontline contact for client IT issues received through phone, email, Freshservice, and Slack.\nLog, prioritize, troubleshoot, and resolve support tickets using documented procedures and knowledge-base articles\nDiagnose Windows and macOS issues involving software, peripherals, Wi-Fi, VPNs, and network connectivity.\nSupport users with Microsoft 365 and Google Workspace.\nMaintain accurate ticket notes, follow established workflows, and meet service-level agreement (SLA) expectations.\nEscalate unresolved, complex, or non-standard issues to Level 3 (L3) with clear troubleshooting steps and supporting documentation.\n Identity & Access Administration\n\nSupport user onboarding, role changes, and offboarding across JumpCloud, Microsoft 365, and Google Workspace.\nVerify user identity before performing account-related actions.\nAssist with multi-factor authentication (MFA), Cisco Duo, conditional access, and device-compliance remediation.\nApply least-privilege principles and follow approved access-management procedures.\n\n Security-Aware Support & Incident Triage\n\nRecognize and triage phishing reports, suspicious emails, and other potential security concerns.\nReview and respond to endpoint protection and endpoint detection and response (EDR) alerts according to documented procedures.\nAssist with patch management and vulnerability remediation.\nIdentify when a routine support request may involve a security risk and escalate it through the appropriate process.\nCoach users on basic security hygiene and safe technology practices.\n\nDocumentation & Continuous Improvement\nMaintain accurate technical records, security documentation, and compliance evidence.\nImprove knowledge-base articles based on recurring issues and resolved tickets.\nFlag gaps in troubleshooting guidance, access controls, and security procedures.\nCommunicate technical findings clearly to users and teammates.\nSkills, Knowledge and Expertise\nRequired\n2-4 years of Service Desk, Helpdesk, or IT Support experience with hands-on Tier 2 troubleshooting.\nStrong practical troubleshooting skills across Windows and macOS environments.\nExperience supporting Microsoft 365 and Google Workspace users.\nWorking knowledge of MFA, least privilege, phishing indicators, identity and access management, endpoint security, and basic incident response.\nStrong ticket documentation, prioritization, escalation, and user communication skills.\n\nYour superpowers are...\nTechnical troubleshooting: You investigate issues methodically and work toward reliable resolutions rather than relying on guesswork.\nSecurity-first thinking: You recognize when access requests, suspicious messages, or endpoint alerts may require additional scrutiny.\nSound judgment: You know when to follow a documented procedure, verify a user's identity, or escalate.\nClear communication: You explain technical issues and next steps in a professional, easy-to-understand way.\nOwnership and organization: You manage tickets carefully, keep documentation current, and follow through on open issues.\n\nWFH Set-Up:\nComputer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.\nInternet speed of at least 40MBPS\nHeadset with an extended mic that has noise cancellation and a webcam\nBack-up computer and internet connection\nQuiet, dedicated workspace at home\nYou should apply if...\nYou have hands-on Tier 2 support experience and can troubleshoot independently.\nYou understand that security is part of everyday IT support, not a separate afterthought.\nYou are comfortable supporting users across different operating systems and cloud productivity platforms.\nYou follow procedures carefully, document your work, and recognize the limits of your access or expertise.\nYou enjoy helping users while contributing to a more reliable and secure IT environment.\nWhat to expect...\n\nWork Setup:\nRemote position\nMust have a reliable internet connection and a quiet workspace\nRequired to provide own computer with Intel Core i5 or something similar or higher operating system\nWorking Hours:\n40 hours per week\nFriday - Tuesday, 8AM - 5PM Manila Time\nCompensation:\n$7 per hour\nNo benefits package included\nBenefits","description_format":"text","description_chars":5168,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Endpoint Security"],"lifecycle":[{"event":"open","at":"2026-10-16T16:43:03Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.409,"p_room":0.788,"age_days":5,"expected_fill_days":6,"reasons":["conf:0","agency","win:late"],"computed_at":"2026-10-21T05:46:15Z"},"pay":{"stated_usd_annual":14000,"is_top_pay":false},"html_url":"https://alion.io/job/magic-tier-2-technical-support-specialist-freelance-remote","json_url":"https://alion.io/job/magic-tier-2-technical-support-specialist-freelance-remote.json","meta":{"generated_at":"2026-10-21T20:04:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28561,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1815027},"rest":"https://alion.io/mcp/rest/get_company?id=1815027"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmagic-tier-2-technical-support-specialist-freelance-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmagic-tier-2-technical-support-specialist-freelance-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmagic-tier-2-technical-support-specialist-freelance-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/magic-tier-2-technical-support-specialist-freelance-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmagic-tier-2-technical-support-specialist-freelance-remote"}]}