Support Operations Specialist II

Philippines. Posted 2 months ago

The role

You will own escalated hardware, software, network, and access tickets. You will perform root-cause analysis, administer Google Workspace, and manage endpoints. You will also mentor a Tier 1 Specialist and build technical documentation.

What you will do

Own escalated tickets end to end including hardware, software, network, and access issues.
Run root-cause analysis on recurring problems.
Query application databases with SQL to investigate data-related tickets.
Administer Google Workspace identity, groups, and access.
Manage endpoints and devices using MDM and Context-Aware Access.
Troubleshoot core business applications, integrations, and vendor software escalations.
Image, deploy, patch, and secure endpoints.
Mentor the Tier 1 Specialist through ticket reviews and shadowing.
Build runbooks, knowledge base articles, and escalation paths.
Coordinate with vendors and internal stakeholders on incidents using Linear.

Required qualifications

5+ years in IT support with proven Tier 2 / escalation-level troubleshooting.
Strong Windows and macOS desktop skills.
Solid networking fundamentals (DNS, DHCP, VPN, connectivity).
Hands-on administration of Google Workspace or Microsoft 365, including identity, access, and groups.
Experience with MDM and endpoint security.
Working proficiency in SQL.
Fluency with a ticketing system (Linear, Jira, ServiceNow, or similar).
Ability to work an escalation independently to root cause.
Clear written and verbal communication.
Associate's degree in IT or equivalent experience.
High school diploma or GED required.

Nice to have

CompTIA Network+ / Security+
ITIL Foundations
Google Workspace Administrator certification
Scripting or automation experience (PowerShell, Python, Google Apps Script)
Experience in healthcare or another regulated environment, including HIPAA and PHI handling
Slack administration and helpdesk automation tooling (Linear Asks, ClearFeed)
Prior experience mentoring Tier 1 staff or formalizing a growing helpdesk

About the company

OneImaging provides a concierge approach and a premium-quality radiology network of over 5,000 vetted providers across 48 states. The company helps patients access essential radiology services at fair prices.