L3 Helpdesk Support Analyst

The Level 3 Helpdesk Support Analyst handles complex, escalated system failures, database corruptions, and advanced software bugs that Level 1 and Level 2 teams cannot fix.

The ideal candidate bridges the gap between frontline customer support and core software development teams. They ensure retail operations experience minimal downtime by keeping our transaction engines secure, stable, and fast.

Key Responsibilities

1. Advanced Troubleshooting & Resolution

Investigate Deep Technical Escalations: Solve complex software, hardware, and network-related POS platform failures escalated by Level 2 support.

Perform Code-Level Analysis: Analyze software logs, debug applications, and identify core system bugs affecting payment processing or inventory syncs.

Repair Databases: Write and execute advanced SQL scripts to fix transaction data mismatches, sync errors, and database corruption.

2. Infrastructure & Platform Stability

Deploy System Updates: Test and push hotfixes, security patches, and version upgrades to multi-site POS registers.

Manage Integrations: Troubleshoot API connectivity issues between the POS platform and third-party systems like ERPs, payment gateways, and CRM databases.

Monitor Infrastructure: Oversee the server and cloud components that host the POS backend to ensure maximum system uptime.

3. Mentorship & Knowledge Management

Train Lower Tiers: Act as a technical mentor and provide guidance to Level 1 and Level 2 helpdesk teams.

Build Knowledge Base: Create, update, and archive detailed technical articles, standard operating procedures (SOPs), and recovery workflows.

Requirements & Qualifications

Technical Skills

• Database Management:High proficiency in SQL (MS SQL Server, MySQL, or PostgreSQL) for deep queries and data remediation.
• Operating Systems & Networking: Strong expertise in Windows/Linux environments, active directory management, TCP/IP networking, and firewall configurations.
• Scripting Tools: Basic ability to write script automations using Python, PowerShell, or Bash.

Experience & Education

• Experience: Minimum of 4-5+ years of experience in technical support, preferably with at least 2 years experience focusing specifically on POS platforms or retail software.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical field (or equivalent work experience).
• Certifications (Preferred): ITIL Foundation, CompTIA Network+/Security+, Microsoft Certified Systems Engineer (MCSE), or AWS/Azure Cloud Practitioner.

Pay: Php60,000.00 - Php70,000.00 per month

Benefits:

• Additional leave
• Health insurance

Work Location: Remote