Application Support

Questronix Corporation; Manila; On-site; PHP 279,000 - 390,600; Full time

Job summary

A tech solutions provider in Manila is seeking an experienced Application Support Specialist to assist in incident management and troubleshoot application issues. The role requires a Bachelor's degree in Computer Science or IT and 1–3 years of relevant experience. Responsibilities include logging incidents, providing updates, and maintaining documentation for support processes. Ideal candidates should have knowledge of web applications and excellent communication skills, with a willingness to work fully onsite.

Qualifications

• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support.
• Familiarity with SaaS platforms and document management systems.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Acknowledge and respond to incidents within SLA timelines.
• Provide regular status updates based on incident priority.
• Maintain and update knowledge base articles and troubleshooting guides.

Skills

Application Support

Communication Skills

Understanding of Web-based Applications

Basic Python

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

RESTful APIs

SharePoint

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

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)