Helpdesk Support 2

NCR Voyix; Philippines; On-site; PHP 350,000 - 500,000; Full time

Job summary

NCR Voyix in the Philippines is seeking an L2 Technical Support / Application Support Analyst to provide second-level technical and application support for business-critical systems. You will perform in-depth troubleshooting, incident analysis, and root cause investigation as an escalation point from L1.

You will use SQL queries to investigate data-related issues, document solutions, and collaborate with development and operations teams to prevent recurrence while maintaining system availability

Qualifications

• 2 years of experience in L2 Technical Support or Application Support.
• Strong troubleshooting experience in a Microsoft Windows environment.
• Experience writing and executing SQL queries for investigation and support.

Responsibilities

• Provide second level (L2) technical support for Windows-based environments with advanced troubleshooting.
• Analyze, diagnose, and resolve incidents escalated from L1 within SLAs.
• Perform incident analysis and root cause investigation to identify underlying issues.
• Use SQL queries to investigate data-related issues and support troubleshooting.
• Support business and customer-facing applications, ensuring availability and performance.
• Document technical solutions and workarounds in knowledge bases and incident systems.
• Collaborate with development, infrastructure, and support teams on complex issues.

Skills

L2 support

Windows troubleshooting

SQL queries

PowerShell

Incident analysis

Documentation

Job description

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.

Required Qualifications & Skills:

• 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.