IT Support Specialist L2

Key Responsibilities

• Provide Level 2 technical support to customers through phone, email, chat, or other support channels.
• Troubleshoot and resolve hardware, software, network, and system-related issues.
• Handle technical concerns escalated by the Level 1 support team.
• Identify the cause of technical issues and provide appropriate solutions.
• Assist customers with system configuration, installation, and basic network troubleshooting.
• Perform remote troubleshooting using available support tools.
• Document customer concerns, troubleshooting steps, and resolutions accurately.
• Escalate complex or unresolved issues to the appropriate technical team.
• Coordinate with internal teams to ensure customer concerns are properly resolved.
• Follow up on pending technical issues and provide updates to customers.
• Maintain accurate records of support tickets and customer interactions.
• Meet assigned service, quality, and productivity requirements.
• Perform other technical support tasks as assigned.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related course.
• With experience in L2 technical support, helpdesk support, or a similar role is preferred.
• Knowledge of computer hardware, software, networking, and troubleshooting.
• Basic knowledge of SQL/MySQL is an advantage.
• Experience using remote support tools is an advantage.
• Good communication and problem-solving skills.
• Customer-service oriented and able to handle technical concerns professionally.
• Willing to work on a shifting schedule, including weekends and holidays.
• Willing to work onsite.

Pay: Php25,000.00 - Php35,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Free parking
• Health insurance
• On-site parking
• Opportunities for promotion
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person