About the Role
The IT Field Support Level 2 is responsible for advanced technical support across office and gaming outlet locations, with a focus on end-user systems, workplace networks, and site connectivity. This role ensures stable and reliable operations by resolving complex incidents, performing field support, and maintaining consistent configurations across environments.
This role covers workplace and outlet IT infrastructure only, and does not include product, SaaS, or cloud infrastructure systems.
Key Responsibilities: What your day-to-day looks like
- Handling escalated IT incidents from Level 1 support
- Diagnosing and resolving complex hardware, software, and connectivity issues
- Troubleshooting LAN/WAN connectivity across office and outlet environments (routers, switches, ISP links)
- Configuring and maintaining workplace and outlet network devices (excluding cloud or production infrastructure)
- Performing onsite setup, maintenance, and troubleshooting across gaming outlets
- Ensuring consistent configurations for endpoints, and network devices
- Implementing preventive fixes to reduce recurring issues
- Coordinating with ISPs and vendors for connectivity and hardware-related incidents
- Supporting rollout of new systems, outlet setups, and infrastructure upgrades
- Maintaining documentation of configurations, issues, and resolutions
- Assisting in asset validation and inventory accuracy across sites
Desirable Skills and Qualifications: Your key to succeed in the role
- Bachelor's degree in IT, Computer Engineering, or equivalent
- 3–5 years experience in IT Support, Field Support, or Network Support
- Strong knowledge of networking fundamentals (TCP/IP, routing basics, DNS)
- Hands-on experience with routers, switches, and endpoint troubleshooting
- Experience in multi-site or field support environments
- Familiarity with CCTV setup and management is an advantage
- Strong analytical and problem-solving skills
- Good communication skills with ability to explain technical issues clearly
- Ability to work independently and manage field operations
- Experience coordinating with vendors and service providers
- Willing to travel outside Metro Manila and respond to critical incidents
- Willing to work on shifting schedules, weekends, and holidays
- Ability to identify recurring issues and implement preventive fixes to improve system stability
- Proactive mindset in suggesting process or technical improvements to reduce incidents and improve efficiency
