Technical Support Specialist Tier 2 Job at Helpware (Taguig)

Technical Support Specialist Tier 2

Helpware

Location:
Philippines , Taguig

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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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

Additional Information:

Job Posted:
May 14, 2026

Employment Type:

Fulltime

Work Type:

Remote work

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