Application Support Analyst - 24x7 Troubleshooting & On-Call

dentsu; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

Merkle Philippines in Makati City is seeking a capable IT Support Specialist to provide technical support and troubleshooting for platform and application issues, ensuring timely resolution and high service quality.

You will collaborate with customers to share best practices, coordinate ticket resolution with internal and vendor teams, participate in 24x7 on‑call rotations, and contribute to knowledge management and continuous service improvements.

Qualifications

• Provide technical support and troubleshooting for platform and application issues.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation Management and on-call rotations.
• Knowledge Management and knowledge base maintenance.

Responsibilities

• Provide technical support and troubleshooting for platform and application issues.
• Assist customers with best practices for effectively utilizing platforms and applications.
• Coordinate ticket resolution with internal, external and vendors teams.
• Escalation management and on-call rotations as needed.
• Knowledge management: create knowledge articles and maintain the knowledge base.
• Drive continuous service improvement to reduce incidents and their impacts.
• Manage overall tickets backlog.

Skills

Fluency in English

Communication skills

Organizational skills

Problem solving

Customer service

Multi-tasking

Teamwork

Tools

Salesforce

Job description

Merkle Philippines in Makati City is seeking a capable IT Support Specialist to provide technical support and troubleshooting for platform and application issues, ensuring timely resolution and high service quality.

You will collaborate with customers to share best practices, coordinate ticket resolution with internal and vendor teams, participate in 24x7 on‑call rotations, and contribute to knowledge management and continuous service improvements.