Remote AI-Driven IT Support Engineer

Helpware; Philippines; On-site; PHP 400,000 - 640,000; Full time

Job summary

Helpware is seeking a Technical Support Specialist L2 to act as the Tier 2 escalation point within a collaborative IT team. This role emphasizes script-driven automation to enhance helpdesk efficiency and user experience. Remote-friendly with opportunities to work from Cebu or Manila-city areas.

You will resolve escalated tickets, diagnose complex issues, manage AD/M365 access, and contribute to automation initiatives using AI tools. Strong communication and analytical skills are essential.

Qualifications

• 2–4 years of IT support experience with Tier 2 or escalated support background.
• Proficiency with Windows and/or macOS environments.
• Hands-on scripting experience in PowerShell, Python, or Bash.
• Familiarity with Active Directory, Microsoft 365, and common enterprise apps.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• Working knowledge of AI tools for scripting or automation.
• Strong analytical and troubleshooting abilities.
• Clear written and verbal communication skills.

Responsibilities

• Receive and resolve escalated Tier 2 tickets from Helpdesk Technician I.
• Diagnose and troubleshoot complex hardware, software, OS, and app issues remotely.
• Manage user accounts, permissions, and access provisioning via AD or equivalent.
• Document resolutions and contribute to the IT knowledge base.
• Collaborate with Network & Security Analyst on connectivity and security issues.
• Coordinate remote onboarding/offboarding and access provisioning.
• Write and maintain scripts using AI-assisted development for automation.
• Identify automation opportunities (patch mgmt, reporting, provisioning, monitoring).
• Utilize AI platforms to generate, test, refine, and document scripts and automations.
• Stay current with AI tools relevant to scripting and IT operations.

Skills

IT support

Windows/macOS

Scripting (PowerShell)

Scripting (Python)

Scripting (Bash)

Active Directory

Microsoft 365

Networking basics

AI-assisted tooling

Analytical & troubleshooting

Clear communication

Tools

ServiceNow

Jira

Zendesk

Azure

AWS

Google Workspace

GitHub Copilot

Microsoft Copilot

OpenAI API

Power Automate

Job description

Helpware is seeking a Technical Support Specialist L2 to act as the Tier 2 escalation point within a collaborative IT team. This role emphasizes script-driven automation to enhance helpdesk efficiency and user experience. Remote-friendly with opportunities to work from Cebu or Manila-city areas.

You will resolve escalated tickets, diagnose complex issues, manage AD/M365 access, and contribute to automation initiatives using AI tools. Strong communication and analytical skills are essential.