Mandaue City
A Level 2 Technical Support Personnel will be responsible for resolving escalated incidents, and is knowledgeable in troubleshooting complex hardware, software, server, and network-related issues. The role also includes system performance monitoring, preventative maintenance and coordination with external IT vendors and service providers of related IT peripherals and services for the company.
What We’re Looking For
- Bachelor’s degree in computer engineering, Computer Science, or IT
- 3–5+ years of experience in Technical Support, Field Engineering, Application Engineering, Systems Engineering, or a related technical role.
- Strong understanding of networking fundamentals, including TCP/IP, routing, VPNs, LTE/5G connectivity, and device-to-cloud communications.
- Hands-on experience troubleshooting routers or similar enterprise-grade networking and connectivity equipment.
- Experienced configuring and supporting IoT devices, embedded systems, edge computing hardware, or similar platforms.
What You’ll Do
- Provide second-level technical support for complex hardware, software, server, and network-related issues.
- Diagnose and resolve escalated incidents from L1 IT Technical Support.
- Install, configure, maintain, and troubleshoot servers, network devices, and IT infrastructure.
- Monitor system performance and perform preventive maintenance to ensure optimal uptime.
- Manage user accounts, permissions, and access controls through Active Directory and other systems.
- Perform system updates, patches, backups, and disaster recovery procedures.
- Troubleshoot LAN/WAN connectivity, internet issues, VPNs, firewalls, and network devices.
- Support virtualization, storage systems, and cloud-based services when applicable.
- Assist in implementing cybersecurity measures and respond to security incidents.
- Coordinate with external IT vendors and service providers for hardware, software, internet, and system support.
- Maintain accurate documentation of technical issues, resolutions, system configurations, and IT assets.
- Assist in IT projects, infrastructure upgrades, and system implementations.
- Perform other IT-related duties as assigned.
