L2 Application Support Engineer | AI-Driven Troubleshooter

Converge ICT Solutions Inc.; Pasig; On-site; PHP 279,000 - 446,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking an early-career Cadet Application Support Engineer to provide L2 assistance for critical business applications, triaging incidents, reproducing issues, and coordinating vendor escalations.

The role emphasizes learning legacy BSS systems (PowerBuilder-era apps) while leveraging AI tools to draft runbooks, queries, and incident summaries. You will work under strict guardrails and change controls, ensuring high-quality ticket updates and collaboration with L1

Qualifications

• Bachelor's degree (or near completion) in Computer Science, IT, Engineering, or related field.
• 0-2 years experience in IT support, NOC/service desk, junior developer, QA, or internship (accepted)
• Willingness to learn legacy systems and technologies (PowerBuilder-era apps, older DB patterns, batch jobs)
• Comfortable with structured troubleshooting, clear documentation, and working under incident pressure

Responsibilities

• L2 Application Incident and Request Support: handle L2 tickets escalated from L1 using runbooks and knowledge articles; reproduce issues, confirm scope/impact, and classify severity (P1-P4); perform approved low-risk actions following change controls; maintain high-quality ticket updates.
• Legacy Application Support: learn legacy BSS modules, navigate legacy UI flows, perform data sanity checks, contribute to improving runbooks and known-error articles.
• Evidence-Based Triage and Vendor Escalation: isolate fault domain; build evidence packs for vendor L3; coordinate escalation clocks and comms cadence; validate vendor fixes in UAT/pre-prod.
• Release, Cutover, and Hypercare Support: participate in go-live prep, smoke tests, cutover rehearsals, rollback validation; monitor post-release health.
• Quality and Continuous Improvement: identify recurring issues, maintain Known Error Database, contribute to regression checks.
• AI-Assisted Productivity (Guardrailed): use AI to draft troubleshooting trees and runbooks; validate outputs; avoid production code; maintain templates library.
• Collaboration and Communication: work with L1 to improve ticket quality; coordinate with IT Operations; communicate status with users using templates

Skills

Troubleshooting

Documentation

Incident management

Education

Bachelor's degree (or near completion)

Job description

Converge ICT Solutions Inc. is seeking an early-career Cadet Application Support Engineer to provide L2 assistance for critical business applications, triaging incidents, reproducing issues, and coordinating vendor escalations.

The role emphasizes learning legacy BSS systems (PowerBuilder-era apps) while leveraging AI tools to draft runbooks, queries, and incident summaries. You will work under strict guardrails and change controls, ensuring high-quality ticket updates and collaboration with L1