L2 Help Desk Technician - Remote

Private Advertiser; Metro Manila; Remote; PHP 502,000 - 725,000; Full time

Job summary

Private Advertiser is seeking an experienced L2 Help Desk Technician to join a regional technical support team serving clients across Australia and the Asia-Pacific region.

This hands-on role requires diagnosing complex IT issues, performing remote diagnostics, and coordinating with senior technicians. You will work in a remote setup, supporting hospitality and multi-site environments where reliable technology is critical for guest and staff experiences.

Qualifications

• 1–3+ years of IT support experience.

Responsibilities

• Troubleshoot technical issues beyond Level 1.
• Perform remote diagnostics and network checks.
• Review tickets and maintain detailed notes.
• Escalate complex problems with evidence.
• Communicate clearly with clients.
• Coordinate with senior staff and vendors.

Skills

IT support

Remote support

Networking basics

English communication

Education

Diploma or degree in IT/CS/Networking

Tools

ConnectWise

Zendesk

Jira

Job description

Job Type: Full-time, Permanent
Work Arrangement: Remote / Work-from-Home
Location: Philippines
Salary: PHP 45,000–65,000 gross/per month
Schedule: Rotational shifts | 24/7 coverage

About the Role

We are looking for an experienced L2 Help Desk Technician to join a regional technical support team serving clients across Australia and the Asia-Pacific region.

This is a hands–on technical support role. You will handle client issues from initial intake through investigation, troubleshooting, resolution, or escalation. Unlike a purely Level 1 position, you will be expected to investigate issues beyond basic password resets and standard troubleshooting, including network diagnostics, configuration issues, Wi‑Fi and casting problems, switch ports, VLANs, and basic IPTV systems.

You will support hospitality and other customer-facing environments where reliable technology is critical to the guest, patient, resident, or staff experience.

The role is also part of an AI‑forward technical team, where AI tools such as ChatGPT, Claude, or Copilot are used to accelerate troubleshooting, documentation, research, and knowledge sharing. You are expected to verify AI‑generated information and apply your own technical judgment.

Key Responsibilities

Technical Troubleshooting – L2 Focus

• Investigate and resolve technical support issues beyond basic Level 1 troubleshooting.

• Perform remote diagnostics using tools and techniques such as:

  • Ping and traceroute

  • Remote access and connectivity checks

  • IP and network configuration review

  • Switch port and VLAN checks

  • Wi‑Fi troubleshooting

  • Casting and connectivity diagnostics

  • Basic IPTV/headend troubleshooting

• Review configuration settings and identify potential causes of recurring or complex issues.

• Analyse error messages, logs, connectivity problems, and system behaviour.

• Review previous tickets and Knowledge Base articles to identify known problems and proven fixes.

• Take ownership of recurring or complex issues and work toward resolution rather than simply escalating them.

• Coordinate with senior technicians, vendors, or on‑site personnel when advanced intervention is required.

• Provide senior technicians with clear diagnostic findings, tests performed, results, and relevant evidence when escalation is necessary.

• Confirm resolution with the client or on‑site contact before closing the ticket.

Ticket & Incident Management

• Own assigned tickets from initial investigation through resolution or escalation.

• Review the complete ticket history before beginning troubleshooting.

• Gather and verify information about the affected property, location, equipment, symptoms, error messages, and timing.

• Determine whether an issue is isolated or affecting multiple rooms, floors, or the entire site.

• Identify and immediately elevate Priority 1/site‑wide incidents according to established procedures.

• Accurately categorise incidents and service requests.

• Document all troubleshooting steps, findings, tests, and outcomes in the ticketing system.

• Maintain clear, detailed technical notes that can be understood by other technicians across the region.

• Follow established escalation and incident‑management processes.

Client Communication

• Handle inbound technical support calls professionally and confidently.

• Communicate technical information clearly to clients who may have limited technical knowledge.

• Ask appropriate diagnostic questions and confirm your understanding of the issue.

• Remain calm and professional when dealing with frustrated clients or high‑priority incidents.

• Provide realistic updates on troubleshooting progress and expected next steps.

• Maintain ownership of client communication until the issue has been resolved or properly transitioned.

AI‑Assisted Technical Support

• Use approved AI tools such as ChatGPT, Claude, or Copilot to:

  • Research error messages

  • Develop troubleshooting approaches

  • Interpret logs and technical information

  • Draft ticket notes and client updates

  • Create or improve Knowledge Base documentation

• Verify AI‑generated recommendations against actual technical evidence before applying them.

• Use good judgment when handling confidential client or company information.

• Explore practical ways AI can improve help desk workflows and technical support.

What We're Looking For

Required

• 1–3+ years of experience in IT support, help desk, service desk, technical support, or a similar role.

• Hands‑on experience troubleshooting technical issues remotely.

• Working knowledge of networking fundamentals, including IP addressing, connectivity troubleshooting, ping/traceroute, switching, or VLANs.

• Ability to investigate problems beyond basic first‑line troubleshooting.

• Strong English communication skills, both written and verbal.

• Ability to document technical issues clearly and accurately.

• Strong attention to detail and process discipline.

• Ability to remain calm and professional during high‑priority or challenging incidents.

• Comfortable working independently in a remote environment.

• Stable internet connection and suitable work‑from‑home setup.

• Willingness to work rotational shifts, including nights, weekends, and public holidays.

• Comfortable using AI tools as part of daily technical work.

Nice to Have

• Experience with professional ticketing or PSA platforms such as ConnectWise, ServiceNow, Zendesk, Freshdesk, Jira, or similar.

• Experience troubleshooting Wi‑Fi, switches, VLANs, or managed networks.

• Experience with IPTV, digital signage, AV, casting, or guest Wi‑Fi systems.

• Experience supporting hotels, resorts, healthcare facilities, student accommodation, or other multi‑site environments.

• Familiarity with hospitality technology such as PMS, IPTV, guest Wi‑Fi, or digital concierge systems.

• CompTIA A+, Network+, CCNA, ITIL Foundation, or other relevant certifications.

• Diploma or degree in IT, Computer Science, Networking, or a related field.

• Experience using AI tools for technical troubleshooting, automation, documentation, or workflow improvement.