# Level 2 IT Support

> VBP · Cebu City, Philippines (Hybrid) · Full-time · Posted 2026-05-18

**Salary:** unknown currency 540,000–660,000

**Workplace:** hybrid

**Department:** Information Management

## 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.

## Requirements

-   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.

## Benefits

-   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.

## Apply

[Apply at VBP](https://apply.workable.com/vbp/j/0E5D00CAA5/apply)

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