Application Support Consultant (Level 1-2)

Outsourced Quality Assured Services Pty; Philippines; Remote; PHP 335,000 - 614,000; Full time

Job summary

Outsourced.ph in the Philippines seeks an Application Support Consultant (Level 1-2) to provide first- and second-line support for business applications within SLA.

Responsibilities include handling tickets via phone, email, and remote sessions, diagnosing issues, and documenting resolutions while maintaining strong customer service.

This home-based role is Monday–Friday, 6AM–3PM PH Time, with opportunities for growth within a fast-growing offshore team.

Qualifications

• Relevant IT qualification or equivalent experience.
• ITIL Foundation (desirable).

Responsibilities

• Provide customer support via phone, email, portal, and remote sessions.
• Manage incidents and service requests through to resolution.
• Troubleshoot application, configuration, and integration issues.
• Escalate complex issues with complete documentation.
• Maintain accurate ticket records.
• Contribute to the knowledge base.
• Communicate proactively with customers.
• Identify bugs and enhancement requests.
• Support continual service improvement.

Skills

Application troubleshooting

Windows & Microsoft 365

SQL basics

JavaScript basics

Log monitoring

Data extraction tools

Cloud platforms knowledge

Ticketing systems

Knowledge management systems

Education

Relevant IT qualification or equivalent experience

ITIL Foundation (desirable)

Job description

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Application Support Consultant (Level 1-2)

Full Time Employee

Job Summary

Provides L1-L2 application support, troubleshooting issues and resolving requests within SLA.

Job Description

About Us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The Role

The Application Support Consultant (Level 1-2) provides first and second-line technical and functional support for business applications, ensuring excellent customer service and resolution of incidents and service requests in accordance with agreed Service Level Agreements (SLAs).

Key Responsibilities

• Provide customer support via phone, email, portal, and remote sessions.
• Manage incidents and service requests through to resolution.
• Troubleshoot application, configuration, and integration issues.
• Escalate complex issues with complete documentation.
• Maintain accurate ticket records.
• Contribute to the knowledge base.
• Communicate proactively with customers.
• Identify bugs and enhancement requests.
• Support continual service improvement.

Technical Skills

• Application troubleshooting
• Windows and Microsoft 365
• Basic SQL
• Programming concepts (JavaScript)
• Log monitoring (CloudWatch, Elastic, or similar)
• Data extraction tools
• Cloud Platform Knowledge (S3 bucket, Lambda, EC2)
• Ticketing systems
• Knowledge management systems

Qualifications

• Relevant IT qualification or equivalent experience.
• ITIL Foundation (desirable).

Experience

Preferred:

• 1-3 years in an Application Support or Service Desk role.
• Experience working with ticketing systems such as ServiceNow, Jira, Zendesk, or Freshservice.
• Experience supporting enterprise software applications.
• Experience working to SLAs and KPIs.

Success Profile

• Delivers excellent customer service.
• Resolves incidents efficiently and accurately.
• Maintains high-quality ticket documentation.
• Communicates proactively with customers.
• Demonstrates strong troubleshooting and analytical skills.
• Collaborates effectively across technical teams.
• Contributes to continual service improvement.
• Builds strong product knowledge and shares expertise with colleagues.

Schedule

• Monday -Friday 6AM-3PM PH Time

Work Location

• Homebased