Tier 2 IT Support Specialist (100% Remote)

Bold Business India, Philippines 4d ago

support

Summary:

We’re looking for a proactive Tier 2 IT Automation Specialist with strong technical troubleshooting skills and a passion for automation. This role bridges IT support and process automation, helping streamline workflows, reduce manual effort, and strengthen security posture.

You’ll handle escalated IT issues, manage integrations across tools, and build automation workflows that improve efficiency, reliability, and data quality across departments.

The ideal candidate combines excellent end-user support expertise with a passion for automation, scripting, and process improvement.

Responsibilities:

Act as the Tier 2 escalation point for IT incidents—troubleshoot and resolve complex issues related to systems, networking, and cloud applications.
Support and administer Windows, macOS, Google Workspace, Office 365, and enterprise SaaS applications.
Design, build, and maintain automation workflows using tools such as Make.com, Zapier, or n8n, integrating APIs and third-party services to streamline internal processes.
Implement and support voice service automations (e.g., Vapi, RingCentral, or similar VOIP platforms) to enhance communication workflows.
Configure and manage secure network and access solutions, including ZScaler or other cybersecurity access controls.
Troubleshoot and maintain API-based integrations, ensuring reliability, scalability, and observability.
Collaborate with business teams to identify opportunities for automation and operational improvement.
Maintain IT documentation, runbooks, and a structured knowledge base of workflows, integrations, and resolutions.
Support user provisioning, system updates, and compliance monitoring.
Monitor system performance, uptime, and data integrity, ensuring adherence to SLAs and security policies.

Requirements:

3+ years of IT support experience, including 1–2 years in a Tier 2 or escalation support role.
Strong troubleshooting experience across hardware, software, networking, and SaaS ecosystems.
Hands-on experience with workflow automation tools (Make.com, Zapier, n8n) and basic API integrations (REST, JSON).
Familiarity with VOIP platforms (RingCentral, Aircall, Twilio, or Vapi) for automation and call routing.
Exposure to cybersecurity and access management tools, preferably ZScaler or similar.
Scripting knowledge in PowerShell, Python, or Bash for task automation is a plus.
Excellent communication, documentation, and cross-functional collaboration skills.
Experience with helpdesk/ticketing systems (e.g., Jira, Freshservice, Zendesk).
Relevant certifications (e.g., CompTIA, ITIL, cloud certifications) are a plus.

What we offer:

Competitive salary and benefits.
Opportunities for skill growth, automation certifications, and hands-on tech learning.
A collaborative, remote-first environment focused on innovation and efficiency.
Direct impact on company-wide automation and IT reliability initiatives.

About Bold Business:

Bold Business is a US-based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast-growing companies scale through smart talent strategies, automation, and technology-driven solutions.

Bold Business recruiters always use a “@boldbusiness.com” email address and/or from our Applicant Tracking System, Greenhouse. Any variation of this email domain should be considered suspicious. Additionally, Bold Business recruiters and authorized representatives will never request sensitive information in email or via text.