L2 Technical Support Specialist - AI Tools & Enterprise Operations

Join Our Team at Lean Solutions Group (LSG)! Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission: Transform business challenges into lasting success through purpose-built teams, technology, and expertise.
Our Vision: A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Summary: We are looking for a dedicated L2 Technical Support Specialist - AI Tools & Enterprise Operations to serve as the key link between L1 helpdesk support and internal infrastructure, engineering, and security groups. Moving past routine L1 ticket handling, this Tier 2 role focuses on high-level troubleshooting, root cause analysis (RCA), and driving user adoption of modern technologies.

In this role, you will administer enterprise AI solutions, ensuring employees utilize internal and third-party AI tools safely and efficiently. You will take charge of complex L2 escalations, resolve infrastructure-level glitches, and continuously upgrade IT workflows through runbook creation, staff enablement, and team upskilling.

Key Responsibilities

Tier 2 Incident Resolution & Diagnostics

• Advanced Escalation Handling: Act as the primary escalation tier for Tier 1 teams, performing deep-dive troubleshooting across operating systems, network setups, and SaaS applications.
• Root Cause Diagnostics: Conduct RCA on repeating technical issues to implement long-term, scalable system updates rather than short-term workarounds.
• Integration & API Support: Debug REST/JSON API connection issues, model latency bottlenecks, dataset sync errors, and authentication barriers.

Enterprise AI Platform Administration

• User & License Lifecycle: Oversee provisioning, role-based access control (RBAC), and license assignments for enterprise AI platforms (e.g., Microsoft Copilot, ChatGPT Enterprise, Google Vertex AI, or internal custom LLMs).
• Usage & Governance Monitoring: Track platform performance, usage trends, and security alignment in compliance with company data governance policies.
• Technical Collaboration: Partner with data scientists, AI developers, and cybersecurity teams to test features, deploy system updates, and report underlying bugs.

Staff Enablement & Technical Documentation

• AI Tool Guidance: Serve as an internal subject matter expert, assisting staff with effective prompt engineering, workflow automation, and AI adoption.
• L1 Team Coaching: Conduct technical training and knowledge transfer sessions for L1 support agents to improve overall first-contact resolution.
• Documentation Management: Author and maintain comprehensive SOPs, IT runbooks, and self-service Knowledge Base articles for both technical teams and end-users.

Qualifications & Requirements

Technical Capabilities & Experience

• Professional Experience: 3–5 years of progressive IT service experience, including at least 1–2 years handling Tier 2 / L2 technical escalations.
• AI Tool Administration: Hands-on experience managing or supporting enterprise generative AI tools, LLMs, or ML platforms.
• Scripting & APIs: Solid understanding of API mechanisms (REST, JSON) and basic scripting capabilities (Python, PowerShell, or Bash) for process testing and automation.
• Identity & MDM Tools: Working knowledge of M365, Google Workspace, Active Directory, Entra ID, and endpoint management tools (Intune, Jamf).
• Security & Network Protocols: Practical familiarity with core networking concepts, IAM frameworks, and SSO standards (SAML, OAuth).