Application Support Analyst – 24/7 On-Call & Troubleshooting

Dentsu Aegis Network Ltd.

Philippines

On-site

PHP 320,000 - 520,000

Full time

3 days ago

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Job summary

Dentsu Aegis Network Ltd. in Makati City, Philippines seeks a dedicated technical support professional to provide platform and application troubleshooting, guidance on best practices, and effective ticket coordination.

The role involves on-call rotations, escalation management, and knowledge management to reduce incidents and improve service delivery. The ideal candidate demonstrates strong English communication, organizational skills, and the ability to work independently in a fast-paced

Qualifications

Proven experience in technical support or similar roles.
Strong troubleshooting and problem-solving in complex environments.
Excellent communication and customer service orientation.
Ability to work independently and in a fast-paced environment.
Experience with ticketing systems; Salesforce knowledge a plus.

Responsibilities

Provide technical support and troubleshooting for platform and application issues, ensuring timely resolution.
Assist the customer providing guidance on best practices for utilizing platforms and applications effectively.
Coordinate ticket resolution with internal, external and vendors teams; manage escalation process.
Maintain and create knowledge articles; contribute to internal knowledge base.
Drive continuous service improvement to reduce incidents and their impacts and manage the ticket backlog.
Participate in 24x7 on-call rotations and provide after-hours support as needed.