L3 Helpdesk Support Analyst

Cafisglobal Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Cafisglobal Inc. is seeking a Level 3 Helpdesk Support Analyst in the Philippines. You will handle advanced escalations, perform code-level analysis, and repair databases to ensure uptime of transaction engines in a retail environment.

The role bridges frontline support with development teams and requires strong SQL, Windows/Linux, and scripting skills. The ideal candidate will have 4–5+ years in technical support for POS platforms, a CS/IT degree, and relevant certifications.

Qualifications

• 4-5+ years in technical support, with POS or retail software experience preferred.
• Bachelor’s degree in Computer Science, Information Technology, or related field; equivalent work experience acceptable.
• Certifications preferred: ITIL Foundation, CompTIA Network+/Security+, MCSE, AWS/Azure Cloud Practitioner.

Responsibilities

• Investigate deep technical escalations and fix complex POS platform failures and software/hardware/network issues escalated by Level 2 support.
• Deploy system updates, patches, and version upgrades; troubleshoot API connectivity between POS and third-party systems; monitor server and cloud components for uptime.
• Mentor Level 1/2 helpdesk staff and build/maintain a knowledge base with SOPs and recovery workflows.

Skills

SQL

OS & Networking

Scripting

Education

Bachelor's degree in CS/IT or related field

Job description

The Level 3 Helpdesk Support Analyst handles complex, escalated system failures, database corruptions, and advanced software bugs that Level 1 and Level 2 teams cannot fix.

The ideal candidate bridges the gap between frontline customer support and core software development teams. They ensure retail operations experience minimal downtime by keeping our transaction engines secure, stable, and fast.

Key Responsibilities

1. Advanced Troubleshooting & Resolution

Investigate Deep Technical Escalations: Solve complex software, hardware, and network-related POS platform failures escalated by Level 2 support.

Perform Code-Level Analysis: Analyze software logs, debug applications, and identify core system bugs affecting payment processing or inventory syncs.

Repair Databases: Write and execute advanced SQL scripts to fix transaction data mismatches, sync errors, and database corruption.

2. Infrastructure & Platform Stability

Deploy System Updates: Test and push hotfixes, security patches, and version upgrades to multi-site POS registers.

Manage Integrations: Troubleshoot API connectivity issues between the POS platform and third-party systems like ERPs, payment gateways, and CRM databases.

Monitor infrastructure: Oversee the server and cloud components that host the POS backend to ensure maximum system uptime.

3. Mentorship & Knowledge Management

Train Lower Tiers: Act as a technical mentor and provide guidance to Level 1 and Level 2 helpdesk teams.

Build Knowledge Base: Create, update, and archive detailed technical articles, standard operating procedures (SOPs), and recovery workflows.

Requirements & Qualifications

Technical Skills

• Database Management:High proficiency in SQL (MS SQL Server, MySQL, or PostgreSQL) for deep queries and data remediation.
• Operating Systems & Networking: Strong expertise in Windows/Linux environments, active directory management, TCP/IP networking, and firewall configurations.
• Scripting Tools: Basic ability to write script automations using Python, PowerShell, or Bash.

Experience & Education

• Experience: Minimum of 4-5+ years of experience in technical support, preferably with at least 2 years experience focusing specifically on POS platforms or retail software.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related technical field (or equivalent work experience).
• Certifications (Preferred): ITIL Foundation , CompTIA Network+/Security+, Microsoft Certified Systems Engineer (MCSE), or AWS/Azure Cloud Practitioner.