ITSD Tier 2 Technical Support Specialist

About Us: 

Pacvue is the leading software suite for eCommerce advertising, sales, and intelligence. We help some of the world’s largest brands grow their business on Amazon, Walmart, Instacart, and other marketplaces and work with sellers and agencies of all sizes to help them compete in the constantly changing world of online retail. Our mission is to empower teams to win in the future of eCommerce, and we do it by building first-to-market technology, solving complex problems with our customers, and bringing expertise, collaboration, and innovation to our work every single day.  

Why work at Pacvue?  

• Be on the cutting edge - Pacvue is transforming the way brands and sellers win online.  Our product uses machine learning, artificial intelligence, and data to make intelligent decisions and recommendations.  
• Have fun – we have an energetic and passionate team with a joint mission to win and help our brands and sellers succeed.  
• Learn – from the best!  Our team is full of talented people who want to help you learn, grow – providing you with mentorship, the industry’s best practices and thought leadership.   
• Grow fast – the eCommerce industry has grown fast in the past 2-3 years. Pacvue has grown even faster than most high-tech companies in the market.  

About the role: 

Pacvue is seeking an ITSD Tier 2 Technical Support Specialist to join our Corporate IT team and support our growing global user base. This role provides advanced technical support, escalated troubleshooting, and assists in maintaining operational continuity across our systems, hardware, and software platforms.

Reporting to the IT Service Desk Manager, the Tier 2 Technical Support Specialist will work closely with Tier 1 support, system administrators, and other IT functions to ensure efficient issue resolution, system reliability, and user satisfaction.

This position is based in the Philippines, delivering remote and on-site support for employees globally, with responsibilities that span both end-user services and back-end support tools.

Responsibilities:

• Tier 2 Support & Troubleshooting
  Handle escalated issues from Tier 1 support, including hardware, software, network, and application issues. Perform root cause analysis and implement permanent solutions.
• Incident & Request Management
  Manage and resolve incidents and service requests using ITSM tools (e.g., Jira Service Management), ensuring proper documentation, ticket updates, and timely communication with stakeholders.
• Hardware & Software Support
  Configure, deploy, and troubleshoot laptops, desktops, mobile devices (macOS, Windows, iOS, Android), and business-critical software.
• Account & Access Management
  Administer user accounts, permissions, and security groups across Active Directory, SSO platforms, SaaS applications, and collaboration tools.
• System Maintenance
  Perform scheduled system checks, software installations, updates, and patching to maintain compliance and system health.
• Knowledgebase & Documentation
  Contribute to internal documentation and support knowledgebase articles to improve resolution efficiency and promote self-service.
• Onboarding & Offboarding Support
  Ensure smooth onboarding and offboarding by preparing devices, accounts, and resources, coordinating with HR and ITAM for asset handling.
• Collaboration & Escalation
  Collaborate with engineering, security, and vendor support teams for high-complexity incidents, infrastructure issues, and service outages.
• Compliance & Audits
  Support IT audits and compliance efforts (ISO, SOC 2, internal controls) by maintaining secure practices and accurate logs.

Skills & Qualifications: 

• Experience supporting and managing IAM platforms such as Okta, including Universal Directory, SSO, MFA, and application assignments. 
• Familiarity with enterprise applications such as Microsoft 365, Intune MDM, Kandji, Microsoft Exchange, GSuite, Atlassian Jira/Confluence, Zoom, and Slack. 
• Solid understanding of SAML, SCIM, and OAuth-based application integrations. 
• Experience supporting macOS, Windows 10/11, and Linux environments. 
• Ability to juggle multiple requests, prioritize appropriately, and resolve technical issues independently. 
• Working knowledge of system provisioning, OS configuration, and patch management. 
• Proactive approach to continuous learning and problem-solving in a dynamic IT environment. 
• Coursework in IT or a related field, or an equivalent combination of skills and experience. 

Salary and Benefits: 

• Competitive salary of $6.50-$6.70 per hour with potential annual performance-based increases 
• Work From Home 
• Annual contractor bonus 
• Comprehensive benefits package includes HMO for the contractor and immediate family (spouse and children) after three months 
• Sick leave and paid time off after three months 
• Maternity/Paternity leave (applicable after six months) 
• Internal training 
• Opportunities for personal and professional growth within a supportive team 

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