L2 Technical Support

4 days ago

Taguig, National Capital Region, Philippines Strategic Networks, Inc. Full time ₱900,000 - ₱1,200,000 per year

Technical Staff Level Two provides advanced technical support, addressing escalated issues from Level One staff. This role involves diagnosing complex problems, maintaining IT systems, and contributing to infrastructure projects. It requires intermediate to advanced technical knowledge and the ability to work independently or lead small teams

Scope of Work & Key Responsibilities:

Advanced Technical Support


• Troubleshoot and resolve complex hardware, software, and network issues.


• Provide support for desktop, server, and peripheral devices.


• Escalate unresolved issues to Infrastructure Head when necessary.


• Maintain detailed documentation of support activities and system configurations.

System Maintenance & Configuration


• Install, configure, and maintain computers, workstations, and related equipment.


• Monitor system performance and implement improvements.


• Assist in deploying updates, patches, and new technologies.

Collaboration & Leadership


• Guide and mentor Level One support staff.


• Participate in cross-functional IT projects with moderate to broad impact.


• Liaise with vendors and third-party providers for repairs and upgrades.

Training & Documentation


• Provide individual or group training on new technologies.


• Create and maintain user manuals and technical documentation.


• Contribute to knowledge base and support documentation.

Project Participation


• Serve as a primary member on technology projects.


• Assist in research and development of new IT solutions.


• Recommend hardware/software acquisitions and upgrades.

Qualifications:

Education & Experience


• Bachelor's degree in IT, Computer Science, or related field preferred.


• Minimum 2–3 years of experience in IT support or desktop management.


• Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator are advantageous.

Skills & Competencies


• Strong problem-solving and analytical skills.


• Proficiency in Windows, macOS, Office 365, Active Directory.


• Experience with remote desktop tools and ticketing systems.


• Excellent communication and interpersonal skills.


• Ability to work independently and manage multiple tasks.

Work Environment & Physical Demands:


• Office-based with occasional out of office work assignment within Metro Manila.


• May require lifting equipment up to 25 pounds.


• On-call rotation or after-hours support may be required.

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