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Technical Support Specialist Tier 2

Philippines, Taguig · Job Posted May 14, 2026
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Job Description

The Technical Support Specialist L2 serves as the Tier 2 escalation point for technical support within the organization, working closely with the Helpdesk Technician I and the Network & Security Analyst. This role goes beyond traditional support by leveraging scripts and automation workflows that improve helpdesk efficiency, reduce manual workload, and enhance the overall end-user experience. The identification and implementation of improvements is encouraged. This position is remote-friendly and operates within a collaborative, digitally connected IT team.

Job Responsibility

  • Receive and resolve escalated tickets from the Helpdesk Technician I that exceed Tier 1 scope
  • Diagnose and troubleshoot complex hardware, software, OS, and application issues remotely
  • Manage user accounts, permissions, and access provisioning via Active Directory or equivalent
  • Document resolutions and contribute to the IT knowledge base to reduce repeat escalations
  • Collaborate with the Network & Security Analyst on issues involving connectivity, access controls, or security incidents
  • Coordinate remote onboarding/offboarding processes including system access provisioning and remote configuration guidance
  • Write and maintain scripts (PowerShell, Python, Bash, or similar) developed with the assistance of AI tools to accelerate delivery and improve accuracy
  • Identify and build automation workflows for tasks such as patch management, reporting, account provisioning, and system monitoring — using AI to enhance scope and effectiveness
  • Use AI platforms and tools to generate, test, refine, and document scripts and automations
  • Partner with the Network & Security Analyst to automate security checks and compliance reporting
  • Continuously evaluate IT processes for automation opportunities, applying AI-assisted development practices to deliver solutions faster
  • Stay current with AI tools and techniques relevant to scripting, automation, and IT operations

Requirements

  • 2–4 years of experience in IT support, with demonstrated Tier 2 or escalated support experience
  • Proficiency with Windows and/or macOS environments
  • Hands-on scripting experience in PowerShell, Python, or Bash
  • Familiarity with Active Directory, Microsoft 365, and common enterprise applications
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Working knowledge of AI tools applied to scripting or automation (e.g., prompt engineering, AI-assisted code generation, API integrations)
  • Strong analytical and troubleshooting skills
  • Clear written and verbal communication skills

Nice to have

  • CompTIA A+, Network+, or equivalent certification
  • Experience with ITSM platforms (ServiceNow, Jira, Zendesk, etc.)
  • Familiarity with cloud environments (Azure, AWS, or Google Workspace)
  • Experience with AI-assisted development tools (e.g., GitHub Copilot, Microsoft Copilot, OpenAI API, Power Automate)
  • Exposure to security practices and tools in collaboration with a security-focused team member
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