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Tier 2 Technical Support Specialist (Philippines) at DTiQ · PHILIPPIN…
Skills
Job Description
About DTIQ Technologies, Inc
DTiQ is the world's leading provider of intelligent video-based surveillance and loss prevention services. With over 20 years of service, enhancing over 8 million consumer experiences daily; DTiQ has over 45,000 customers including corporations and/or franchisees such as Burger King, KFC, and McDonald's to name a few. If you are interested in technology, loss prevention, or hospitality, advance your career at DTiQ! We're always seeking smart, talented, and driven individuals to work in our fun and fast-paced environment.
Role Overview
The Tier 2 Technical Support Specialist provides advanced technical support to customers and serves as an escalation point for complex issues. This role focuses on troubleshooting hardware, software, and network-related problems while maintaining strong queue performance and service level metrics.
Key Responsibilities
Provide direct technical support to customers via phone, email, and ticketing systems
Troubleshoot and resolve complex hardware, software, and network issues
Install and configure DTiQ systems remotely
Escalate issues when necessary and collaborate with internal teams to ensure resolution
Maintain ticket queue performance and meet SLA and productivity targets
Document issues and solutions clearly and accurately
Schedule
- As needed
Required Qualifications
Strong English communication skills (spoken and written)
Solid understanding of computer hardware and networking fundamentals
Knowledge of Windows operating systems
Experience in technical support or help desk environments
Strong troubleshooting and problem-solving skills
Ability to work independently and as part of a team
Preferred Qualifications
Fluent in Spanish
CompTIA or other technical certifications
IT degree (completed or in progress)
Experience in surveillance, POS systems, or loss prevention technologies