Technical Enabling Specialist

Lean Solutions Group; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Lean Solutions Group is seeking a Technical Enabling Specialist to bridge frontline support with our AI, infrastructure, security, and engineering teams. You will handle advanced troubleshooting, RCA, and proactive user enablement across enterprise AI platforms.

In this role, you will manage L2 escalations, oversee access provisioning, governance, and training. You will collaborate with AI engineers, data scientists, and IT security to drive continuous improvement and secure AI operations.

Qualifications

• 3–5 years in progressive IT support with 1–2 years in a Tier 2/L2 capacity.
• Direct experience administering enterprise generative AI tools, LLMs, or ML integrations.
• Solid grasp of API mechanics (REST, JSON) and basic scripting (Python/PowerShell/Bash).
• Experience with Microsoft 365, Google Workspace, Active Directory, Entra ID, and MDM solutions (Intune, Jamf).
• Working knowledge of IAM and SSO mechanisms (SAML, OAuth).

Responsibilities

• Handle advanced support and incident management from L2 to resolution.
• Administer and support enterprise AI platforms; governance and monitoring.
• Enable users with SOPs, runbooks, and knowledge base.

Skills

IT support 3-5y

L2/L2 support

AI platform support

API & automation

IAM & SSO

Tools

Microsoft 365

Google Workspace

Entra ID

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 Overview:

We are seeking a Technical Enabling Specialist to act as a critical bridge between frontline support and our infrastructure, security, and engineering teams. Moving beyond basic break/fix resolution, this role focuses on advanced troubleshooting, root cause analysis (RCA), and proactive user enablement.

In this position, you will administer and support enterprise AI platforms, ensuring our teams leverage modern AI tools securely and effectively. You will manage complex escalations from L1, resolve system-wide issues, and drive continuous improvement across IT operations through documentation, knowledge sharing, and structured training.

Key Responsibilities

Advanced Support & Incident Management

• Complex Escalations: Assume full ownership of L2 technical escalations from the L1 team, conducting deep-dive diagnostics for OS, network, and enterprise application issues.

• Root Cause Analysis: Perform RCA on recurring incidents to identify underlying system issues and implement permanent, scalable fixes.

• System Integration Troubleshooting: Resolve API connectivity failures, model latency issues, dataset integration errors, and complex authentication blocks.

Enterprise AI Platform Administration

• Access & Provisioning: Manage user provisioning, role-based access control (RBAC), and license lifecycle management for enterprise AI solutions (e.g., Microsoft Copilot, ChatGPT Enterprise, Google Vertex AI, proprietary internal LLMs).

• Governance & Monitoring: Monitor AI platform health, usage metrics, and compliance alongside corporate data governance and security frameworks.

• Engineering Alignment: Collaborate with AI engineers, data scientists, and IT security teams to test updates, roll out new features, and elevate platform anomalies.

User Enablement & Knowledge Sharing

• Subject Matter Expertise: Serve as an internal SME to guide employees on AI capabilities, effective prompt engineering, and workflow automation.

• L1 Upskilling: Deliver targeted technical training and mentorship to L1 support staff, raising first-contact resolution rates for access and usage tickets.

• Knowledge Management: Create and maintain clear Standard Operating Procedures (SOPs), technical runbooks, and Knowledge Base articles for end-users and IT colleagues.

Required Skills & Experience

• Experience: 3 to 5 years of progressive IT support experience, with at least 1 to 2 years in a Tier 2 / L2 technical support capacity.

• AI Platform Support: Direct experience administering or supporting enterprise generative AI tools, LLMs, or machine learning integrations.

• API & Automation: Solid grasp of API mechanics (REST, JSON) and foundational scripting skills (Python, PowerShell, or Bash) for testing and task automation.

• Directory & Endpoint Management: Practical experience with Microsoft 365, Google Workspace, Active Directory, Entra ID, and MDM solutions (Intune, Jamf).

• Identity & Security: Working knowledge of networking protocols, Identity and Access Management (IAM), and SSO mechanisms (SAML, OAuth).

Soft Skills & Attributes

• Translational Communication: Ability to articulate complex technical concepts in plain, user-friendly language for non-technical stakeholders.

• Analytical Problem-Solving: Structured approach to troubleshooting with a mindset fixed on long-term resolution over quick workarounds.

• Ownership & Initiative: High accountability for end-to-end incident management and continuous operational improvement.

• Cross-Functional Collaboration: Strong interpersonal skills for working smoothly alongside data scientists, security specialists, and business users.

• Adaptability: Proactive desire to learn and stay current with fast-evolving enterprise AI tools and technical standards.

Join the Lean Solutions Group! Innovate, grow your career, and make a real impact with a fast-paced, collaborative global team.