2nd Level Support

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Healthcare on day one

Dependents coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing is seeking an Application Support Analyst in Ortigas, Pasig. The role involves analyzing user issues, monitoring logs, and providing second-level support, with remote work and onsite training during the initial 1-3 months.

Responsibilities include troubleshooting with SQL/NoSQL databases and C# code, documenting findings, and escalating complex problems to appropriate teams. Training and international collaboration are emphasized.

Qualifications

• Previous experience in a software support or application support role.
• Strong understanding of software applications and troubleshooting methodologies.
• Experience reproducing, analyzing, and investigating software faults.
• Strong communication skills with excellent attention to detail and the ability to document customer issues accurately.

Responsibilities

• Analyze recurring user issues, document findings, and prepare incidents for escalation when necessary.
• Monitor application job logs, identify errors, resolve issues where possible, and escalate complex cases to the appropriate teams.
• Provide second-level technical support to internal colleagues and assist the 1st Level Support team with complex software-related issues.
• Investigate SQL and NoSQL database issues and analyze application behavior to identify the root cause of technical problems.
• Utilize C# code to troubleshoot, reproduce, and narrow down application issues while supporting ongoing software stability and performance.

Skills

SQL databases

NoSQL databases

C#

Software testing

CRM systems

Ticket management systems

Enterprise software

Job scheduling processes

Application log analysis

Customer-focused mindset

Tools

CRM systems

Ticket management systems

Job description

Discover your 100% YOU with MicroSourcing!

Position:

2nd Level Support

Location:

Ortigas, Pasig

Work setup :

WFH but will require onsite reporting during the training period for the first 1-3 months

Work schedule:

Nightshift but dayshift during training

Why join MicroSourcing

You'll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement through structured onboarding, online software training, and collaboration with an international support team.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an Application Support Analyst, you will:

• Analyze recurring user issues, document findings, and prepare incidents for escalation when necessary.
• Monitor application job logs, identify errors, resolve issues where possible, and escal complex cases to the appropriate teams.
• Provide second-level technical support to internal colleagues and assist the 1st Level Support team with complex software-related issues.
• Investigate SQL and NoSQL database issues and analyze application behavior to identify the root cause of technical problems.
• Utilize C# code to troubleshoot, reproduce, and narrow down application issues while supporting ongoing software stability and performance.

What You Need

Non-negotiables

• Previous experience in a software support or application support role.
• Strong understanding of software applications and troubleshooting methodologies.
• Experience reproducing, analyzing, and investigating software faults.
• Strong communication skills with excellent attention to detail and the ability to document customer issues accurately.

Preferred Skills/expertise

• Working knowledge of SQL databases, NoSQL databases, and C#.
• Software testing experience
• Experience using CRM or ticket management systems.
• Experience supporting enterprise or business-critical software solutions.
• Knowledge of job scheduling processes and application log analysis.
• Strong analytical and problem-solving skills with a customer-focused mindset.
• Reliable, organized, and capable of managing multiple support requests in a fast-paced environment.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self – we celebrate it, valuing every one's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.