Helpdesk Support 2
Salary: ₱30,000 – ₱32,000 per month
About the role
The L2 Technical Support / Application Support Analyst provides second-level technical and application support for business-critical systems and applications. This role focuses on in-depth troubleshooting, incident analysis, and root cause investigation, acting as an escalation point from L1 support while ensuring stable system performance and high service quality.
Key responsibilities
Provide second level (L2) technical support for Windows-based environments, including advanced troubleshooting of operating system, application, and configuration issues.
Analyze, diagnose, and resolve incidents escalated from L1 support within agreed Service Level Agreements (SLAs).
Perform incident analysis and root cause investigation to identify underlying issues and prevent recurrence.
Use SQL queries to investigate data-related issues, validate application behavior, and support troubleshooting activities.
Support business and customer-facing applications, ensuring availability, performance, and functional correctness.
Document technical solutions, root causes, and workarounds in knowledge bases and incident management systems.
Collaborate with development, infrastructure, and third-level support teams on complex or recurring issues.
About you
2 years of experience in L2 Technical Support or Application Support roles.
Strong troubleshooting experience in a Microsoft Windows environment.
Knowledge in writing and executing SQL queries for investigation and support purposes.
Knowledge of command-line scripting and/or PowerShell - advantage.
Experience in incident analysis, root cause identification, and problem resolution.
Ability to clearly document technical solutions and communicate complex issues to both technical and non-technical stakeholders.
Application support skills, including understanding of application workflows, integrations, and dependencies.
Strong analytical and problem-solving abilities with attention to detail.
Good English verbal and written communication skills and the ability to work collaboratively in a team environment.