L2 & L3 Support | with AWS Connect experience

Company Overview: NCS is a leading AI Tech Services company. With a 15,000-strong team across the Asia Pacific, NCS scales its platforms and capabilities to provide clients with greater agility and AI expertise across a range of industries. Embracing a strong ecosystem of global partners, NCS transforms technology services delivery combining AI with digital resilience to drive real business impact. NCS is a subsidiary of the Singtel Group. About the role: NCS Philippines is seeking an experienced L2 & L3 Support specialist with AWS Connect experience to join our IT Support team in Taguig City, Metro Manila. This is a full-time position that plays a critical role in providing advanced technical support and infrastructure management across our organisation. You will be responsible for resolving complex technical issues, managing cloud-based communication systems, and ensuring optimal performance of our IT infrastructure. This role is pivotal in maintaining service excellence and supporting our business operations at scale. Key responsibilities: Provide second and third-level technical support to resolve complex IT issues that cannot be handled by first-line support teams Manage, monitor and maintain AWS Connect systems, ensuring seamless communication infrastructure and optimal performance Troubleshoot and resolve hardware, software and network-related problems with minimal downtime Escalate and coordinate with vendor support teams when necessary to resolve critical infrastructure issues Configure, deploy and manage IT systems and applications across the organisation Document technical issues, resolutions and best practices to create a comprehensive knowledge base Perform regular system maintenance, updates and patches to ensure security and stability Provide technical guidance and mentoring to Level 1 support staff Monitor system performance metrics and proactively identify potential issues before they impact users Participate in on-call rotation schedules to provide emergency support outside standard business hours What we're looking for: Proven experience in L2/L3 technical support roles within IT infrastructure or help desk environments Demonstrated expertise with AWS Connect, including configuration, troubleshooting and optimisation Strong knowledge of networking fundamentals, including TCP/IP, DNS, DHCP and VPN technologies Proficiency with Windows and Linux server environments Experience with ticketing systems and IT service management tools Excellent problem-solving skills with the ability to diagnose complex technical issues Strong communication skills with the ability to explain technical concepts to non-technical users CompTIA Security+, AWS Certified Cloud Practitioner or equivalent certifications are highly desirable Ability to work independently and as part of a team, with strong time management and organisational skills Experience with cloud infrastructure platforms such as Amazon EC2, S3 or similar services is preferred Knowledge of IT security best practices and compliance requirements is advantageous What we offer: At NCS Philippines, we are committed to fostering a supportive and dynamic work environment where your technical expertise is valued and your career development is prioritised. We offer competitive compensation packages, ongoing professional development opportunities and access to industry-recognised training programmes. Our commitment to work-life balance includes flexible working arrangements where applicable, comprehensive health and wellness benefits, and a collaborative culture that encourages innovation and continuous learning. We believe in investing in our people and providing clear pathways for career advancement within our growing organisation. Apply now: If you are an experienced L2 & L3 support specialist with AWS Connect expertise and are ready to make a significant impact in a forward-thinking organisation, we encourage you to submit your application. Please provide your resume, a cover letter highlighting your relevant experience, and any relevant certifications. Join us and advance your career in a dynamic technology environment.