Application Support

Questronix Corporation 2; Manila; On-site; PHP 335,000 - 502,000; Full time

Job summary

Questronix Corporation 2 is seeking an Application Support professional to acknowledge, log, and diagnose incidents, ensuring timely responses within SLA timelines. You will classify incidents by impact and priority and escalate when needed, while keeping stakeholders updated.

The role requires 1–3 years in Application Support or Service Desk, strong communication, and familiarity with RESTful APIs, SharePoint, and AI platforms. Onsite work in San Miguel, Manila is expected.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support.
• Familiarity with RESTful APIs, SaaS platforms, and document management systems such as SharePoint.
• Exposure to AI chatbot or AI-based platforms.
• Experience supporting workflow-based or RAG systems is a plus.
• Familiarity with SLA/OLA-driven support environments.

Responsibilities

• Acknowledge and respond to incidents within SLA timelines.
• Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5).
• Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion.
• Escalate incidents to L2 within defined OLA timelines with complete details.
• Provide regular status updates based on incident priority.
• Follow approved support procedures, runbooks, and escalation processes.
• Maintain and update knowledge base articles and troubleshooting guides.

Skills

Incident management

SLA/OLA understanding

Communication skills

Troubleshooting explanations

Education

Bachelor’s degree in CS/IT or related field

Tools

RESTful APIs

SharePoint

SaaS platforms

AI/chatbot platforms

Job description

Job Description:

• Acknowledge and respond to incidents within SLA timelines
• Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
• Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
• Escalate incidents to L2 within defined OLA timelines with complete details
• Provide regular status updates based on incident priority
• Follow approved support procedures, runbooks, and escalation processes
• Maintain and update knowledge base articles and troubleshooting guides

Requirements

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
• Understanding of web-based applications and workflow-driven systems
• Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
• Basic understanding of Python logs and execution output
• Exposure to AI chatbot or AI-based platforms
• Experience supporting workflow-based or RAG systems is a plus
• Familiarity with SLA/OLA-driven support environments
• Ability to explain technical issues to non-technical users
• Strong verbal and written communication skills
• Can work Fully Onsite (San Miguel, Manila)