L1/L2 Technical Support Engineer | Night Shift | Fixed Weekends Off | Onsite

L2 Technical Support Engineer

Night Shift | Onsite | Full-Time

This role involves end-user support, ticket management, and collaboration to maintain and evolve IT infrastructure.

ABOUT ACQUIRE INTELLIGENCE

If you’re passionate about making a real impact through innovation and collaboration, Acquire Intelligence is the place to grow your career.

A SNAPSHOT OF YOUR ROLE

This role contributes by resolving technical issues, coordinating with vendors, and ensuring smooth IT operations.

• Politely greet, screen calls and route to appropriate personnel if needed
• Engage with questions to determine issues and create tickets for all incoming tech support requests
• Compile weekly ticket reminders to technical teams – weekly on Mondays (PST)
• Make outgoing calls to ISP Telecom Vendors to open trouble tickets, investigate outages, schedule maintenance, new orders and repairs.
• Engage vendors as client liaison when required for further assistance opening vendor tickets and resolve issues
• Make outgoing calls to schedule client remote sessions, service follow-ups, and to provide status updates on ticketing scheduling/resolution
• Manage support inbox: create tickets, follow up, forward billing-related items to billing department, monitor alerts for systems and networking (both internal and external)
• Manage ticketing queue: review tickets that are 1-10 days old daily, requesting regular updates from tech staff, offer assistance to technicians to demonstrate your interest in learning and supporting the team
• Support to tech team: review messages, provide team with incidents and vendor updates that affect the organization at the Monday team meeting 10AM PST
• Review company websites daily and confirm functionality and performance
• Review support and logging emails, create tickets, and assign as needed
• Troubleshoot Windows and MAC devices
• Troubleshoot printers/scanners/copiers/VoIP phones
• Routine maintenance and configuring new computers/telephones/printers
• Technology infrastructure support with direction for systems, network technology, and applications
• Comply with the Global IT Security Policy as it pertains to hardware, software, security/data safety, and compliance. Collaborate with vendors for equipment maintenance.
• Maintain confidentiality of sensitive information
• Use the IT Support Request system to document, prioritize, and track requests.
• Review Zabbix logs daily at 8am PST and 2pm PST
• Review Ironscales logs daily
• Weekly Tech Time Report – Submit Fridays (PST)
• All other duties as required

• Experience working as IT Technical Administrator- Level 2.
• Knows how to use Microsoft products, VoIP, and other business productivy applications.
• Strong communication skills using speech and writing, proper grammar with English proficiency
• Professional, warm-natured and able to de-escalate, help client/end user feel heard, valued, and like they are a priority
• Has a strong sense of urgency and attention to detail
• Team player and engages with the company meetings and chats
• Ability to touch-type at a relative speed. Ability to systematically troubleshoot complex problems
• Qualifications/Employment Standards: 2+ years of Help desk administrator experience
• Working towards, or holds technical certifications, and can demonstrate a technical aptitude
• Able demonstrate commitment to customer services through certifications and or work activity
• Professional demeanor on the phone and in person
• Has a reliable internet and power to connect to communicate with US, Los Angeles market
• Well-spoken, fluent in English language (speaking and writing)

• Come for a career, stay for the fun!

Here’s what’s waiting for you:

• HMO coverage for you and your family
• Epic Yearly Kick-Off Parties with major giveaways
• Recognition through our Value Awards — we celebrate your wins
• Real career growth with opportunities for internal promotions
• Meaningful work with talented and supportive teams

Your future matters:

• 900+ internal promotions every year
• Access to 2,700+ leadership training courses

Extra rewards along the way:

• 14th Month Pay after 5 years of continuous service
• Employee Referral Program — earn up to ₱42,000 per successful hire

Enjoy work-life balance:

• 24 Paid Time-Off (PTO) Credits annually, with leave credits convertible to cash
• Paid Birthday Leave — celebrate your day your way

WHAT WE VALUE

We’re proud of our diverse global team, all working in a collaborative environment and happy to share these common values:

• Curious and Clever: Smart questions spark smart solutions
• Entrepreneurial Energy: Think like an owner. Solve like a founder
• Fast with Intent: We move fast and deliver real results
• Laugh and Learn: We don’t take ourselves too seriously, just our results

What are you waiting for? Come for a career, stay for the fun!