L2 Technical Support Specialist - AI Tools & Enterprise Operations

Lean Solutions Group; Philippines; On-site; PHP 600,000 - 1,100,000; Full time

Job summary

Lean Solutions Group (LSG) seeks an L2 Technical Support Specialist focused on AI tools and enterprise operations. You will bridge the gap between L1 helpdesk and infrastructure, handling high-level troubleshooting, RCA, and driving adoption of AI technologies across the organization.

You will administer enterprise AI solutions, manage complex escalations, and collaborate with security, data science, and IT teams to upgrade workflows, runbooks, and staff skills while ensuring safe and compliant

Qualifications

• 3–5 years progressive IT service experience, including 1–2 years handling Tier 2 / L2 escalations.
• Hands-on experience managing enterprise 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 (Intune, Jamf).
• Familiarity with networking concepts, IAM frameworks, and SSO standards (SAML, OAuth).

Responsibilities

• Tier 2 incident resolution and diagnostics for complex issues.
• Root cause diagnostics to implement long-term system updates.
• Integration and API support for REST/JSON issues and data flows.
• User and license lifecycle management for AI platforms (e.g., Copilot, ChatGPT Enterprise, Vertex AI).
• Usage and governance monitoring for security and data governance compliance.
• Technical collaboration with data scientists, AI developers, and cybersecurity teams.
• AI tool guidance and staff enablement through training and runbooks.
• Documentation of SOPs, runbooks, and knowledge base articles.

Skills

IT service experience

Tier 2 escalations

AI tool administration

APIs & scripting

Identity & MDM tools

Networking & IAM basics

Tools

Microsoft Copilot

ChatGPT Enterprise

Google Vertex AI

Internal custom LLMs

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).