Level 2 IT Support

VBP; Cagayan de Oro; On-site; PHP 260,000 - 420,000; Full time

Benefits offered by this job

500K per incident HMO coverage +Dental

Electrical & Data subsidies

2-week paid Christmas vacation

25K Educational Assistance

Training and equipment provided

Job summary

VBP is hiring a Level 2 IT Support in the Philippines to deliver advanced technical assistance to end-users and internal IT teams. The role focuses on diagnosing and resolving complex issues, with escalation when needed, and maintaining high customer satisfaction.

You will troubleshoot hardware, software, network, and peripheral issues, monitor system performance, and participate in IT projects while adhering to SLAs. Bachelor’s degree preferred and 2–3 years of experience are expected.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2–3 years of experience in IT support or related roles.
• Certifications such as CompTIA A+, Network+, or MCITP are a plus.
• Familiarity with ITIL framework and incident management best practices.
• Proficiency in Windows, macOS, and Linux; MS Office and G Suite.

Responsibilities

• Provide timely and effective technical support to end-users via email, chat, or in-person.
• Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
• Diagnose and resolve complex technical problems to minimize downtime and boost productivity.
• Monitor system performance and ensure compliance with security policies and procedures.
• Participate in IT projects such as system upgrades, software deployments, and infrastructure changes.
• Manage customer expectations and ensure timely resolution of IT issues per SLAs.
• Document procedures, troubleshooting steps, and solutions for knowledge sharing.
• Provide training and guidance to end-users on IT best practices and security protocols.
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM.

Skills

End-user support

Networking basics

Windows/macOS/Linux

Troubleshooting

Communication skills

ITIL knowledge

Education

BSc in CS/IT

Tools

Microsoft Office

G Suite

Job description

Overview of the Role

The Level 2 IT Support is responsible for delivering advanced technical assistance to end-users and internal IT teams. This role focuses on diagnosing and resolving complex technical issues, ensuring timely escalation when necessary, and maintaining exceptional customer satisfaction.

Main duties include:

• Provide timely and effective technical support to end-users via email, chat, or in-person.
• Troubleshoot and resolve escalated IT issues related to hardware, software, network, and peripherals.
• Diagnose and resolve complex technical problems with a focus on minimizing downtime and ensuring high levels of productivity.
• Monitor system performance and ensure compliance with security policies and procedures.
• Participate in IT projects, such as system upgrades, software deployments, and infrastructure changes.
• Manage customer expectations and ensure timely resolution of IT issues in accordance with service level agreements (SLAs)
• Document technical procedures, troubleshooting steps, and solutions for knowledge sharing and future reference.
• Provide training and guidance to end-users on IT best practices, security protocols, and efficient use of technology resources.
• Bachelor’s degree in Computer Science, Information Technology, or related field preferred.
• Minimum of 2-3 years of experience in IT support or related roles.
• Strong technical skills in troubleshooting hardware, software, and network issues.
• Proficiency in operating systems (Windows, macOS, Linux) and productivity software (Microsoft Office, G Suite).
• Familiarity with the ITIL framework and best practices in incident management and service delivery.
• Excellent communication skills with the ability to convey technical concepts to non-technical users.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM
• Additional details will be discussed during the Job Offer stage.