Tech Support Tier 2
New
L
LimitlessliHealthcare
Manila, PH / Lagos, NG / Johannesburg, ZA / Bangalore, IN, US Eastern Standard Time (EST)Full-TimeMiddle
Salary not disclosed
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Job Details
Requirements
- Proven experience in Tier 2 or advanced technical support roles
- Strong expertise in Microsoft 365 administration and troubleshooting
- Experience with identity and access management, including MFA and related security controls
- Familiarity with EMR systems and telehealth platforms
- Ability to identify and escalate security risks and incidents appropriately
- Strong analytical, problem-solving, and root cause analysis skills
- Excellent communication and documentation abilities
- Ability to work independently in high-pressure environments with minimal supervision
Responsibilities
- Perform advanced troubleshooting across M365, EMRs, and telehealth platforms
- Investigate and resolve authentication and access issues, including account lockouts and MFA challenges
- Assess and respond to Microsoft risky users and suspicious sign-in activity, escalating potential security incidents as needed
- Conduct root cause analysis to resolve underlying issues rather than recurring symptoms
- Manage high-impact incidents with urgency, especially those affecting patient care
- Correlate issues across identity, devices, and applications to identify broader system impacts
- Maintain clear and detailed documentation, including escalation notes and incident summaries
- Provide independent support after-hours, demonstrating sound decision-making and ownership
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