L2 Technical Support

Visa Hunt; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

Visa Hunt in the Philippines is seeking an L1 IT Support Specialist to resolve complex issues beyond frontline support. You will work on advanced hardware/software problems, manage user permissions, and help with minor deployments.

You will escalate unresolved cases to L3 or vendor support and contribute to incident investigations, aiming to improve service quality and response times across the organization.

Qualifications

• Experience resolving OS and network issues beyond frontline support.
• Familiarity with Active Directory, Exchange, and SaaS apps.
• Understanding of ITIL incident and problem management.

Responsibilities

• Troubleshoot advanced hardware/software issues (OS errors, network connectivity).
• Manage user permissions (Active Directory, Exchange, SaaS apps).
• Investigate recurring incidents and apply known solutions.
• Escalate unresolved cases to L3 or vendor support.
• Assist in minor system/application deployments.

Skills

Networking basics

Windows & Linux admin

ITIL familiarity

Scripting: PowerShell & Bash

Troubleshooting & analytical thinking

Job description

Focus: Resolving complex issues that L1 cannot handle; acts as an escalation point.

Typical Key Tasks:

• Troubleshooting advanced hardware/software issues (e.g., OS errors, network connectivity)

• Managing user permissions (Active Directory, Exchange, SaaS apps)

• Investigating recurring incidents & applying known solutions

• Escalating unresolved cases to L3 or vendor support

• Assisting in minor system/application deployments

Common Skills Required:

• Strong knowledge of networking (TCP/IP, DNS, VPN)

• Experience with system administration (Windows Server, Linux)

• Familiarity with ITIL processes (Incident, Problem Mgmt.)

• Scripting (PowerShell, Bash) for automation is a plus

• Analytical & problem-solving skills

Originally posted on Himalayas