1,208 l2 Support jobs in the Philippines

Qualifications

• Technical aptitude or familiarity with software concepts such as: HTML, Javascript, Wordpress, SQL Queries, Exponea or other CRM platform tool experience, Word, Excel, cloud platforms (Azure, GCP)
• With 2-3 years of relevant experience.
• Solid organization and coordination skills.
• Outstanding research and problem-solving skills.
• Excellent verbal & written communication skills
• Able to utilize internal communication tools to align with all stakeholders to perform requested tasks
• Prior work experience as a technical specialist preferred but not required
• Prior work experience in healthcare and/or software industry preferred but not required

Job Description

• Research issues not able to be resolved by Tier 1 and identify system fault

o Provides initial fault isolation and proposes resolution for approval by senior

team members to limit and address issues promptly.

• Prepare additional detailed information for Tier 3 on issues that require dev

involvement

• Create support commands/scripts/workarounds to resolve customer issues
• Support issue resolution with various Internal Admin Tools (IAT)
• Respond to more advanced issues escalations promptly and appropriately, per

Helix's internal processes, procedures and systems.

• Reach out proactively to senior agents and supervisors with questions to ensure

solid understanding and growth of systems, processes and procedures.

Job Type: Full-time

Work Location: Hybrid remote in Alabang

• Research issues not able to be resolved by Tier 1 and identify system fault
• Provides initial fault isolation and proposes resolution for approval by senior
• team members to limit and address issues promptly.
• Prepare additional detailed information for Tier 3 on issues that require dev
• involvement
• Create support commands/scripts/workarounds to resolve customer issues
• Support issue resolution with various Internal Admin Tools (IAT)
• Respond to more advanced issues escalations promptly and appropriately, per
• Helix's internal processes, procedures and systems.
• Reach out proactively to senior agents and supervisors with questions to ensure
• solid understanding and growth of systems, processes and procedures.

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us?
CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally.

In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We're a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don't just keep up we stay ahead.

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one.

With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.

Role Mission
To ensure the stability, performance, and reliability of the organization's technology infrastructure by delivering advanced second-level (L2) technical support, resolving complex system issues, and collaborating across teams to maintain seamless operations.

Key Responsibilities

• Deliver L2 technical support for hardware, software, and network-related issues, ensuring timely resolution and minimal downtime.
• Monitor critical systems for performance, availability, and reliability; proactively address alerts and system anomalies.
• Act as the escalation point for L1 support teams, collaborating to troubleshoot and resolve more complex technical challenges.
• Conduct routine system maintenance, including patch management, updates, and data backups.
• Support the rollout and deployment of new technologies and infrastructure upgrades.
• Maintain detailed documentation of configurations, troubleshooting procedures, and system changes.
• Provide technical guidance and training to L1 support teams and assist end-users where necessary.
• Participate in an on-call support rotation to provide 24/7 coverage for mission-critical systems.
• Contribute to root cause analysis (RCA) for recurring incidents and implement preventive measures.

Required Skills & Qualifications

• Minimum 3 years of experience in IT support roles, including at least 1 year in an L2 support function.
• Proficient in Windows and Linux operating systems, with strong understanding of networking protocols such as TCP/IP, DNS, and DHCP.
• Hands-on experience with virtualization tools like VMware and Hyper-V, as well as cloud platforms such as AWS and Azure.
• Proficiency in scripting languages (e.g., PowerShell, Python) to support automation initiatives.
• Familiarity with the ITIL framework and best practices in incident, change, and problem management.
• Demonstrated ability in managing alerts and monitoring systems.
• Strong analytical and problem-solving capabilities, especially under time constraints.
• Excellent communication, collaboration, and interpersonal skills.

Interested?
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

·    Conduct thorough research and identify effective solutions to both software and hardware issues.

·    Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.

·    Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.

·    Ensure that all issues are accurately logged and tracked in the system.

·    Effectively prioritize and manage multiple open issues simultaneously.

·    Follow up with clients to verify that their IT systems are fully functional post-resolution.

· years of proven experience in Helpdesk/Desktop Support, preferably within a Managed Service Provider (MSP) environment.

·    Advanced technical troubleshooting expertise, with the ability to identify and resolve issues across various IT environments.

·    Strong communication skills, with the ability to interact effectively with end-users through phone, remote sessions, and in-person meetings, ensuring issues are fully understood and resolved.

·    Professional IT certifications such as MCSA or MCSE (Microsoft 365 & Azure), Cisco CCNA, CCNP, CCIE, or VMware VCP are highly preferred but not required.

·    Should be willing to accept a long-term work-from-home arrangement.

·    Should be amenable to a permanent night shift schedule.

About NCR VOYIX
NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

TITLE
: L2 Support
LOCATION
: Cebu, Phillipines
GRADE
: 8
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Position works in medium call volume service desk environment, supporting NCR's Self-Serv Check Out customers and channel partners.
• Responsible for Remotely delivering solutions, dispatching service personnel and when appropriate verify resolution of a customer's issue that has not been escalated; Work directly with the customer to understand the problem, and /or escalate problem to the next level.
• Following the documented Remote Incident Management Process, position's primary responsibility is to perform Level 2 technical troubleshooting of Self-Serv Check Outs on inbound incidents created by customers' internal support teams.
• Escalate both internally and externally when required according to defined Escalation Paths.
• Enhance and develop quality support methods and communication skills through coaching feedback, and other developmental approaches.
• Following Ticket Handling Guide, utilizing OKM articles and applying investigative approach to intercepting the calls created by customers and channel partners.
• Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with current standards; Communicate with customers through various means (oral, written, electronic) to remotely resolve customer problem.
• Use tools to remotely access customer equipment to diagnose and resolve customer problem; Follow solutions outlined in the knowledge database; Verify resolution of problem with the customer; Record information into the ITSM or dispatch tool (ES Oracle / NEOS / SNOW).
• Contribute as a team member; Participate in team meetings and activities; Participate in objective setting, performance management, reward, and recognition programs; Assist maintaining the knowledge base and work on continuously improving it.
• Participate in special projects as assigned to continuously improve processes, tools, systems, and organization.
• Support less experienced colleagues on the team through joint working, monitoring, direct feedback, and knowledge sharing.
• Manage operations during scheduled shifts covering 24x7, making use of on-hand tools and observations

BASIC QUALIFICATIONS:

• High School Diploma or equivalent.
• Advanced level of spoken and written English language (B2 or C1);
• 0-2 years of related experience.
• Advanced knowledge level of Windows OS; Advanced trouble-shooting skills with MS Office and standard applications.
• High level knowledge of PC hardware equipment and utilization (printers, scanners, modems, network cards).
• Excellent communication skills at all levels including excellent listening skills.
• Possess strong customer service skills and be able to work in a dynamic team environment.
• Advanced problem solving and troubleshooting skills.
• Ability to work a flexible schedule (evenings/weekends); Ability to work in a multitask fast paced environment.
• Good understanding of opportunity costs and importance of proper processes followed, with the right approach to the cost reduction.

PREFERRED QUALIFICATIONS:

• Associate degree preferred.
• 2+ years of service desk experience.
• Experience in providing in-house escalation assistance.
• A track record showing initiative leading to positive results.

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement
Integrated into our shared values is NCR Voyix's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

"When applying for a job, please make sure to only open emails that you will receive during your application process that come from a email domain."

CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.

Why us?
CUBE is a globally recognized brand at the forefront of Regulatory Technology. Our industry-leading SaaS solutions are trusted by the world's top financial institutions globally.

In 2024, we achieved over 50% growth, both organically and through two strategic acquisitions. We're a fast-paced, high-performing team that thrives on pushing boundaries—continuously evolving our products, services, and operations. At CUBE, we don't just keep up we stay ahead.

We believe our future is built by bold, ambitious individuals who are driven to make a real difference. Our "make it happen" culture empowers you to take ownership of your career and accelerate your personal and professional development from day one.

With over 700 CUBERs across 19 countries spanning EMEA, the Americas, and APAC, we operate as one team with a shared mission to transform regulatory compliance. Diversity, collaboration, and purpose are the heartbeat of our success.

We were among the first to harness the power of AI in regulatory intelligence, and we continue to lead with our cutting-edge technology. At CUBE, You will work alongside some of the brightest minds in AI research and engineering in developing impactful solutions that are reshaping the world of regulatory compliance.

Role Mission
To lead by example in delivering efficient, high-quality second-level (L2) technical support for the organization's technology infrastructure. The L2 Support Team Leader is responsible for resolving complex technical issues, optimizing system performance, and ensuring service continuity through proactive support, effective ticket management, and collaboration with other support tiers. This role plays a key part in maintaining high availability and reliability across business-critical systems.

Key Responsibilities

• Provide senior-level L2 support for troubleshooting and resolving incidents across hardware, software, server, and network environments.
• Ensure support tickets are tracked, prioritized, and resolved within agreed SLAs, maintaining high customer satisfaction.
• Monitor the performance and stability of systems, addressing performance issues before they impact operations.
• Work closely with L1, L3, and infrastructure teams to escalate and resolve advanced technical problems.
• Perform routine maintenance including patch management, updates, backups, and system optimizations.
• Support the deployment and implementation of new systems, tools, and technologies.
• Create and update technical documentation, including standard operating procedures and troubleshooting guides.
• Participate in the on-call rotation to ensure 24/7 coverage for mission-critical environments.
• Contribute to continuous improvement by identifying recurring issues and working on root cause analysis and permanent fixes.

Required Skills & Qualifications

• Minimum 4 years of experience in IT technical support roles, including at least 1 year in a dedicated L2 support or leadership capacity.
• Strong technical knowledge of Windows and Linux operating systems.
• Solid understanding of network protocols (TCP/IP, DNS, DHCP) and basic networking concepts.
• Hands-on experience with virtualization tools such as VMware.
• Exposure to cloud environments such as AWS or Microsoft Azure.
• Scripting skills in PowerShell and/or Python for automation and task efficiency.
• Familiarity with system monitoring tools (e.g., Nagios, New Relic) and alert handling best practices.
• Understanding of ITIL principles and practices, particularly in incident and problem management.
• Strong diagnostic and analytical thinking, with the ability to remain calm and effective under pressure.
• Excellent communication and interpersonal skills to work collaboratively across teams and with stakeholders.

Interested?
If you are passionate about leveraging technology to transform regulatory compliance and meet the qualifications outlined above, we invite you to apply. Please submit your resume detailing your relevant experience and interest in CUBE.

CUBE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Overview

We are seeking a highly motivated and skilled
Cloud Support Engineer
to join our team and provide exceptional technical support for our company's new cloud-based product.

The ideal candidate will have a strong background in cloud technologies, excellent problem-solving abilities, and a passion for delivering outstanding customer service.

Responsibilities:

• Provide technical support to customers experiencing issues with our cloud-based product.
• Troubleshoot and resolve complex technical problems related to cloud infrastructure and applications.
• Document customer interactions, issues, and resolutions in our ticketing system.
• Collaborate with development and operations teams to identify and resolve product defects.
• Develop and maintain technical documentation, knowledge base articles, and FAQs.
• Participate in on-call rotation to provide after-hours support as needed.
• Monitor system performance and identify potential issues before they impact customers.
• Assist in the deployment and configuration of cloud environments.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in a technical support role, with a focus on cloud technologies.
• Strong understanding of cloud computing concepts and platforms (AWS, Azure, GCP).
• Experience with troubleshooting and resolving issues related to operating systems (Linux, Windows).
• Familiarity with networking protocols and concepts (TCP/IP, DNS, DHCP).
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Knowledge of Workload Automation products e.g. IBM Workload Scheduler/Automation, is a plus.
• Work location: Ortigas, Pasig City (hybrid)
• Work schedule: NA Shift - Night Shift

Required Skills:

• Knowledge of containerization technologies (Docker, Kubernetes version 1.2x, Helm version 3.x).
• Strong understanding of streaming data platforms (Apache Kafka version 3.x, Redpanda version 23.x).
• Experience with databases like MongoDB, Azure Cosmos DB for MongoDB (vCore), DocumentDB for AWS deployment.
• Experience with scripting languages (Python, Bash).
• Experience with monitoring and logging tools (Prometheus, Grafana, ELK stack).
• Certifications in cloud platforms (AWS Certified Solutions Architect, Azure Administrator, GCP Associate Cloud Engineer) is a plus.

**Some perks of HCL Software Philippines that awaits you

• Competitive salary package
• Company Bonuses
• Performance Bonus
• Higher Night Differential Rate
• HMO: Up to 3 dependents will be covered starting from the first day of employment.
• Annual Leave and Sick Leave
• Home internet reimbursement
• Other allowances: transportation, laundry, meal and rice
• Huge career growth with work and life balance environment

Candidate Data Privacy Notice

Key Responsibilities:

• Provide Level 2 support for insurance applications hosted on Azure, ensuring high availability and performance.

• Troubleshoot and resolve issues related to:

o    Azure Services: Service Bus, Function Apps, Key Vaults, API Management (APIIM), AKS, Application Insights

o    .NET Core applications and services

o    Databases: Oracle and MS SQL Server

• Manage and maintain CI/CD pipelines using Git and Azure DevOps

• Collaborate with business teams, application owners, and developers to analyze and resolve issues

• Handle incident management, problem resolution, and minor enhancements

• Document root cause analysis, resolutions, and contribute to knowledge base articles

• Maintain documentation for support processes, known issues, and resolutions.

• Ensure compliance with insurance regulations, data privacy, and audit requirements.

• Coordinate with L3 teams for escalations and participate in release management and UAT support.

• Monitor system health and recommend enhancements for improved functionality.

Must-Have Skills:

• Strong hands-on experience on

o    Azure,.NET Core development and debugging, Git and Azure DevOps CI/CD pipelines, Oracle and MS SQL Server

• Excellent problem-solving and troubleshooting skills

• Ability to work independently and manage multiple applications and stakeholders Good-to-Have Skills:

• Experience with legacy technologies: WCF and WinForms

• Familiarity with ServiceNow, Azure Boards, and AppDynamics

What we can offer

• Competitive salary and allowances
• HMO on first day (with free 1 dependent)
• Dayshift and weekends off

Who we are

Global Back Office Solutions is our offshore outsourcing company based in Eastwood, Quezon City we work closely with our Australian based parent company that provides Accounting, Bookkeeping, Financial Planning, Lending & Legal services.

Position summary:

As an IT Service Desk L2 Support, you will be the first and second point of contact of users who need technical guidance and resolve incidents and service requests. You will be part of the centralized IT support centre that provides help and assistance to our employees for IT related products and services.

Job Responsibilities:

• First level support for all IT incident and service requests received via email or portal tickets.
• Support employee onboarding in setting up workstations with computers, necessary peripheral devices and ensure functionality according to specifications.
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.) and conducting research to aid in troubleshooting and issue resolution.
• Performs deployment and movement of IT assets.
• Implementation of IT projects, including the deployment of cyber security solutions.
• Maintain and support Office 365/Microsoft 365, Exchange Online, Azure Entra, Windows Server, and other applications or IT systems.
• Manage and assist with IT service desk operations, responding to the service requests, as necessary.
• Mentor service desk/helpdesk team members and provide support as an escalation point.
• Administer cyber security solutions from vendors such as CrowdStrike, Cyber Ark, Proofpoint, and others.
• Administer network infrastructure including firewalls, switches, and access points.
• Maintain industry and vendor certifications required to support products and solutions.
• Participates in team meetings by reporting the status of action items and helping to identify and resolve service delivery and user issues.
• Create a positive user support experience and build strong relationship by ensuring timely resolution or escalation, communicating promptly on progress, and handling users with a professional attitude.
• Submit weekly / monthly report to IT Leadership as needed.
• Perform other duties as assigned.

Requirements:

• Bachelor's Degree of Information Technology, Computer Science, or any related courses
• 2+ years' experience working in an IT related field.
• Experience with Ticketing System in creating and updating ticket workflow.
• Verbal and written communication skills with the ability to adjust to difference audiences ranging from employee to executive.
• Excellent working knowledge of computer systems, security, network and systems administration.
• Demonstrated project management skills and proven ability to prioritise.
• Strong analytical and problem-solving skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Knowledge on IT infrastructure and operations best practices.
• Demonstrated experience with Office 365/Microsoft 365, Exchange Online, Azure Entra, Windows Server, and other applications or IT systems
• Demonstrated experience of network infrastructure (firewalls, switches, access points, etc.).
• Proficiency and ability to troubleshoot and offer support to common tools and develop solutions based on MAC and Windows technologies.
• Solid Understanding of network topology and ability to troubleshoot networking services.
• Familiarity on security and privacy of networks and computer systems.
• Experience with ITSM and ITIL process desirable but not required.
• Must be willing to work on Australian shift.
• Must be willing to work in Eastwood, Quezon City

Additional capabilities that will differentiate you for this role:

• Demonstrated experience with cyber security products (IAM, MDR, SEG, Etc.).
• Demonstrated experience with Palo Alto Networks appliances.
• Demonstrated experience with Cisco and Cisco Meraki appliances.
• Experience leading and/or managing IT projects and rolling out IT solutions spanning multiple technologies and departments.

Experience in an IT services or an Accounting industry organisation