Technical Support – Application
Mandaue City, Central Visayas, Philippines
Full Time
Mid Level
Qualifications
Educational Background and Certifications
Educational Background and Certifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- Relevant certifications such as ITIL Foundation, NetSuite, or similar are advantageous.
- 1-2 years of experience in technical or application support, helpdesk, or a related role.
- Hands-on experience troubleshooting software and application-related issues.
- Application Support (Level 1):
- Basic understanding of enterprise applications (e.g., ERP, CRM, or custom business software).
- Proficiency in identifying, troubleshooting, and resolving application-related issues.
- Experience in handling user queries regarding application functionality and workflows.
- Ability to log, prioritize, and escalate complex issues to Level 2 or development teams when necessary.
- Issue Resolution:
- Strong analytical skills to diagnose and resolve application errors, configuration issues, or user errors.
- Proficiency in documenting issues, resolutions, and FAQs for future reference.
- Experience in providing clear instructions and solutions to non-technical end-users.
- Incident Management:
- Familiarity with incident logging and tracking in ticketing systems (e.g., Jira, ServiceNow, or Zendesk).
- Ability to follow structured incident management workflows, including categorization, prioritization, and escalation.
- Skilled in providing regular updates to users and stakeholders regarding incident resolution progress.
- Basic knowledge of relational databases and querying (e.g., SQL) for application troubleshooting.
- Familiarity with APIs and integration points between applications.
- Working knowledge of operating systems (Windows/macOS) and basic networking concepts.
- Experience using remote support tools to assist end-users.
- Excellent problem-solving and critical-thinking abilities to resolve user issues effectively.
- Strong communication skills to explain technical concepts clearly to non-technical users.
- Customer-focused attitude with patience and empathy in handling user concerns.
- Ability to manage multiple tasks and prioritize incidents based on urgency and impact.
- Willingness to learn and adapt to new applications, tools, and processes.
- Team-oriented mindset with a proactive approach to identifying recurring issues and suggesting improvements.
- High level of accountability and commitment to maintaining high user satisfaction.
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