L2 Technical Support Specialist - AI Tools & Enterprise Operations

Lean Solutions Group; Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Lean Solutions Group is seeking a dedicated L2 Technical Support Specialist to bridge L1 support with infrastructure, engineering, and security teams. You will tackle advanced escalations, perform RCA, and drive adoption of AI tools across the enterprise.

You will administer enterprise AI solutions, manage licenses and RBAC, monitor usage and security, and collaborate with data scientists and cybersecurity teams to implement improvements and runbooks that elevate IT workflows.

Qualifications

• 3–5 years of progressive IT service experience, including at least 1–2 years handling Tier 2 / L2 escalations.
• Hands-on experience managing or supporting enterprise generative AI tools, LLMs, or ML platforms.
• Solid understanding of API mechanisms (REST, JSON) and basic scripting (Python/PowerShell/Bash).
• Working knowledge of M365, Google Workspace, Active Directory, Entra ID, and endpoint management tools.
• Familiarity with core networking concepts, IAM frameworks, and SSO standards (SAML, OAuth).

Responsibilities

• Tier 2 incident resolution and diagnostics, including deep-dive troubleshooting across operating systems, network setups, and SaaS applications.
• Root cause diagnostics to implement long-term, scalable updates rather than short-term workarounds.
• Integration & API support: debugging REST/JSON API connection issues, model latency bottlenecks, and authentication barriers.
• Enterprise AI platform administration: user/licence lifecycle, RBAC, and governance for AI platforms.
• Staff enablement & documentation: create runbooks and SOPs, train L1 agents, and maintain knowledge bases.

Skills

IT service experience

AI tool admin

APIs & scripting

Identity & MDM

Security & IAM

Job description

Join Our Team at Lean Solutions Group (LSG)!

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams. At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission:

Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision:

A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Role Summary

We are looking for a dedicated L2 Technical Support Specialist - AI Tools & Enterprise Operations to serve as the key link between L1 helpdesk support and internal infrastructure, engineering, and security groups. Moving past routine L1 ticket handling, this Tier 2 role focuses on high-level troubleshooting, root cause analysis (RCA), and driving user adoption of modern technologies.

In this role, you will administer enterprise AI solutions, ensuring employees utilize internal and third-party AI tools safely and efficiently. You will take charge of complex L2 escalations, resolve infrastructure-level glitches, and continuously upgrade IT workflows through runbook creation, staff enablement, and team upskilling.

Key Responsibilities

Tier 2 Incident Resolution & Diagnostics

• Advanced Escalation Handling: Act as the primary escalation tier for Tier 1 teams, performing deep-dive troubleshooting across operating systems, network setups, and SaaS applications.

• Root Cause Diagnostics: Conduct RCA on repeating technical issues to implement long-term, scalable system updates rather than short-term workarounds.

• Integration & API Support: Debug REST/JSON API connection issues, model latency bottlenecks, dataset sync errors, and authentication barriers.

Enterprise AI Platform Administration

• User & License Lifecycle: Oversee provisioning, role-based access control (RBAC), and license assignments for enterprise AI platforms (e.g., Microsoft Copilot, ChatGPT Enterprise, Google Vertex AI, or internal custom LLMs).

• Usage & Governance Monitoring: Track platform performance, usage trends, and security alignment in compliance with company data governance policies.

• Technical Collaboration: Partner with data scientists, AI developers, and cybersecurity teams to test features, deploy system updates, and report underlying bugs.

Staff Enablement & Technical Documentation

• AI Tool Guidance: Serve as an internal subject matter expert, assisting staff with effective prompt engineering, workflow automation, and AI adoption.

• L1 Team Coaching: Conduct technical training and knowledge transfer sessions for L1 support agents to improve overall first-contact resolution.

• Documentation Management: Author and maintain comprehensive SOPs, IT runbooks, and self-service Knowledge Base articles for both technical teams and end-users.

Qualifications & Requirements

Technical Capabilities & Experience

• Professional Experience: 3–5 years of progressive IT service experience, including at least 1–2 years handling Tier 2 / L2 technical escalations.

• AI Tool Administration: Hands-on experience managing or supporting enterprise generative AI tools, LLMs, or ML platforms.

• Scripting & APIs: Solid understanding of API mechanisms (REST, JSON) and basic scripting capabilities (Python, PowerShell, or Bash) for process testing and automation.

• Identity & MDM Tools: Working knowledge of M365, Google Workspace, Active Directory, Entra ID, and endpoint management tools (Intune, Jamf).

• Security & Network Protocols: Practical familiarity with core networking concepts, IAM frameworks, and SSO standards (SAML, OAuth).