Title: Technical Support Agent - L2
Location: Cebu, Philippines
Model of work: Onsite, IT park - Cebu
Be the expert behind seamless systems and exceptional user experiences.
We are looking for a proactive and detail-oriented L2 Technical Support / Application Support Analyst to join our team. In this role, you will go beyond basic troubleshooting—diving deep into complex technical and application issues, identifying root causes, and ensuring our critical systems run smoothly and efficiently.
As a key escalation point from L1 support, you will play a vital role in maintaining system stability, improving performance, and delivering high-quality support.
What You'll Do
- Solve complex technical challenges across Windows-based environments, including operating systems, applications, and configurations
- Manage and resolve escalated issues from L1 support within defined SLAs
- Perform in-depth incident analysis and root cause investigations to prevent recurring issues
- Use SQL queries to analyze data, validate application behavior, and support troubleshooting
- Support business-critical and customer-facing applications, ensuring availability and performance
- Document solutions, root causes, and workarounds in knowledge bases and support systems
- Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues
What You Bring
- At least 2 years of experience in L2 Technical Support or Application Support
- Strong troubleshooting skills in Microsoft Windows environments
- Experience with SQL for investigating and resolving data-related issues
- Familiarity with command-line scripting and/or PowerShell is an advantage
- Strong experience in incident analysis, root cause identification, and problem resolution
- Ability to clearly document technical solutions and communicate effectively with both technical and non-technical stakeholders
- Good understanding of application workflows, integrations, and dependencies
- Strong analytical and problem-solving skills with attention to detail
- Good written and spoken English and ability to work collaboratively in a team environment
Why Join Us
- Work on business-critical systems with real impact
- Be part of a collaborative and knowledge-driven team
- Develop expertise in advanced troubleshooting and system analysis
- Contribute to continuous improvement and long-term solutions
