L2 Technical Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Oversee the health, availability, and performance of internally developed applications and infrastructure.

• Monitor alerts and proactively manage incidents based on their severity and impact on business operations.

• Address support requests primarily through email, with minimal phone support when necessary.

• Conduct Level 2 troubleshooting for applications and infrastructure in both Linux and Windows environments.

• Investigate technical issues, determine root causes, and implement or suggest solutions.

• Escalate complex problems to the appropriate internal teams, providing detailed technical insights.

• Assist in the installation, updates, and deployment of software applications.

• Ensure system configurations and operational readiness are maintained.

• Acquire, configure, and distribute replacement hardware and devices as needed.

• Help with the monitoring and operational upkeep of cloud-hosted environments.

• Utilize incident management platforms to document, manage, and resolve incidents effectively.

• Maintain technical documentation, operational procedures, and support records.

• Generate incident reports, conduct post-incident reviews, and compile root cause analysis documentation.

• Identify recurring issues and propose enhancements to minimize future incidents.

• Contribute to improvements in operational processes and the knowledge base documentation.

• Collaborate with internal technical teams to enhance system reliability and support processes.

• Ensure incidents are resolved promptly while adhering to internal service expectations.

• Adhere to incident management, change management, and operational support protocols.

• Facilitate business continuity through system monitoring and readiness activities.

• Execute other tasks reasonably assigned by the client.

⛳️ Requirements

• A minimum of 3 years of experience in Level 2 Technical Support, Application Support, or Systems Support.

• Extensive experience supporting Linux and Windows operating systems.

• Proficiency in troubleshooting applications, infrastructure, and cloud-hosted environments.

• Strong understanding of software installation, deployment, and system maintenance processes.

• Basic knowledge of Bash scripting for automation and troubleshooting tasks.

• Experience with ITSM tools such as ServiceNow, ServiceDesk, ServiceHub, or similar platforms.

• Strong analytical and problem-solving abilities for structured technical investigations.

• Experience in conducting root cause analysis and preparing technical incident documentation.

• Excellent written communication skills for producing clear and precise technical documents.

• Capability to work independently with minimal supervision in a low-ticket, incident-driven support environment.

• Strong organizational skills and attention to detail.

• Willingness to work overnight shifts and support critical business systems outside regular business hours.

• Experience with cloud-hosted infrastructure is highly valued.

• A proactive approach and dedication to system stability, continuous improvement, and operational excellence.

🏝️ Benefits

• Option for remote work arrangement.