Job description
Join Indra Philippines as a L2 (Level 2) IT Specialist on a project-based contract, based in Ortigas Center, Metro Manila. This role provides exposure to global enterprise-level systems and high-impact IT operations, offering an excellent opportunity for skilled professionals to influence critical technology environments while delivering measurable business outcomes.
As a Level 2 IT Specialist, you will handle advanced technical issues, manage high-impact escalations, and partner with cross-functional teams across regions. You will diagnose complex incidents, perform root cause analysis, implement durable fixes, and contribute to knowledge sharing by documenting solutions for future reference. You will also mentor Level 1 staff, improve first-call resolution, and participate in ongoing system improvements, deployments, and incident response planning.
The role involves working with Windows and Linux-based environments, networking fundamentals, virtualization, and cloud basics as part of a global IT operations team. You will coordinate with stakeholders, adhere to ITIL-aligned processes for incident and change management, and ensure SLAs are met while delivering a superior customer experience. This contract opportunity is ideal for a proactive problem-solver who communicates clearly and collaborates effectively in a fast-paced, multinational setting.
We offer competitive project-based compensation, opportunities for professional growth, and a supportive, inclusive culture. If you are passionate about solving complex IT problems and delivering reliable, enterprise-grade support, this role is for you.
Join Indra Philippines and contribute to critical technology programs that empower enterprise clients worldwide.
Responsibility
- Provide Level 2 technical support for enterprise-scale systems and applications, delivering timely resolutions to complex incidents.
- Diagnose, triage, and resolve advanced technical issues across operating systems, networks, and applications.
- Manage high-impact escalations and coordinate with global teams to ensure root cause analysis and permanent remediation.
- Participate in change management activities, deployment/support of new features, and system upgrade projects.
- Document solutions and contribute to knowledge base articles to improve team efficiency and first-call resolution.
- Mentor Level 1 analysts, share expertise, and provide coaching to improve service quality.
- Assist in disaster recovery planning, business continuity testing, and security best-practice adherence.
- Collaborate with cross-functional stakeholders to implement improvements and support enterprise IT initiatives.
Qualification
- Bachelor's degree in Information Technology, Computer Science or related field, or equivalent practical experience.
- 3-5 years of hands-on IT support or enterprise systems experience, preferably in a multinational environment.
- Strong knowledge of Windows and Linux server environments, networking fundamentals, virtualization, and cloud basics.
- Experience with ITIL processes, incident/change management, and service management tools (eg ServiceNow).
- Excellent problem-solving skills with demonstrated root cause analysis capabilities.
- Clear communication, customer-oriented mindset, and ability to collaborate effectively in a global team.
- Ability to work independently in a contract role and manage competing priorities; willingness to participate in on-call rotations as required.
- Relevant certifications (eg CompTIA, Microsoft, Cisco) are a plus.