L2 Technical Support Engineer (Based in Davao)

The Level 2 Technical Support Engineer

Provides advanced technical troubleshooting and resolution for complex broadband, network and service-related issues escalated from Level 1 support. Focuses on deeper diagnostics, network analysis and coordination with internal engineering teams to ensure service restoration within SLA targets.

Key Responsibilities

1. Advanced Troubleshooting

• Handle escalated incidents from Level 1 support.
• Perform deep-dive analysis of internet, fiber and network related issues.
• Investigate intermittent connectivity, packet loss, latency and service degradation.
• Analyze logs, monitoring tools and network performance data.

2. Network & Service Analysis

• Perform advanced diagnostics on ONT, routers and ISP network components.
• Validate DHCP, DNS, PPPoE, VLAN and routing configurations.
• Work closely with Level 3 Support for real-time netw...