L2 technical support

Title: L2 Technical Support

Location: Cebu

Office based position with shift rotation

Summary:

The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality.

Key Responsibilities:

• Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues.

• Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs).

• Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence.

• Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities.

• Support business and customer-facing applications, ensuring availability, performance, and functional correctness.

• Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems.

• Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues.

Required Qualifications & Skills:

• 2 years of experience in L2 Technical Support or Application Support roles.

• Strong troubleshooting experience in a Microsoft Windows environment.

• Knowledge in writing and executing SQL queries for investigation and support purposes.

• Knowledge of command-line scripting and/or PowerShell - advantage

• Experience in incident analysis, root cause identification, and problem resolution.

• Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders.

• Application support skills, including understanding of application workflows, integrations, and dependencies.

• Strong analytical and problem-solving abilities with attention to detail.

• Good English verbal and written communication skills and the ability to work collaboratively in a team environment.