IT Support Engineer

Teligent Systems Inc; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

Teligent Systems Inc is seeking an IT Support Specialist in Makati to oversee the technology support team responsible for key banking IT systems. The role centers on maintaining a stable production environment, providing L2 support, incident triage, and service request handling to meet SLAs.

You will work with IT Engineering and ITSM, drive root cause analysis, and ensure governance and compliance while supporting end users and internal bank staff with effective issue resolution.

Qualifications

• Bachelor's degree in information technology or related field.
• At least 3 years of relevant experience in IT support.
• Strong understanding of IT service management, governance, and compliance in banking context.
• Experience with service desk tools and incident management.
• Ability to analyze logs, perform RCA, and troubleshoot across stacks.

Responsibilities

• Oversee and manage the technology support team for aligned IT systems and applications.
• Maintain a stable production environment including L2 support and incident triage.
• Handle service requests, housekeeping tasks, and adherence to SLAs.
• Collaborate with IT Engineering and ITSM teams to follow and implement standards.
• Act as single point of contact for applications within scope.

Skills

IT Service Management

Governance & Compliance

End user banking systems knowledge

Root Cause Analysis

Incident Management

Requirements Analysis

Organizational Awareness

Team Collaboration

Education

Bachelor's degree in information technology or related field

Tools

iVanti ITSM

JIRA

ServiceNow

Oracle

PostgreSQL

MSSQL

MongoDB

Windows

Linux/Unix

Bash

Python

PowerShell

REST/SOAP

Job description

Qualifications:

• Bachelor's degree in information technology or any related courses
• Wit at least 3 years relevant experience
• Has good understanding of different technology systems used for end user banking and internal bank users; Good understanding of IT service management methodologies and best practices; Good understanding of IT governance and compliance; Knowledge on banking, finance and accounting processes and procedures
• Ticketing & Incident Management: Experience with service desk tools (i.e. iVanti ITSM, Atlassian JIRA, ServiceNow) to log, prioritize, and manage issues according to Service Level Agreements (SLAs).
• Troubleshooting & Debugging: Proficiency in analyzing application logs, tracking error codes, and executing root cause analysis (RCA).
• SQL and Databases: Capability to write queries, inspect schemas, and troubleshoot data integrity or access issues in database systems (i.e. relational databases – Oracle, PostgreSQL, MSSQL; document databases -- MongoDB)
• Operating Systems & Scripting: Familiarity with Windows and Linux/Unix environments, paired with basic scripting (i.e. Bash, Python, PowerShell) to automate tasks
• APIs & Integrations: Familiar with reading API (i.e. REST, SOAP) documentation and testing endpoints to investigate integration failures and perform basic actions for troubleshooting

Responsibilities:

The IT – SUPPORT SPECIALIST is responsible for overseeing and managing the technology support team unit which covers the technical support for her/his aligned IT systems and applications. S/He ensures a stable production environment including L2 (application) support, production incident triage, service request handling, housekeeping tasks, and the implementation of industry best practices for L2 support. S/He works with the IT Engineering team, IT Service Management team, other technology support towers, and relevant stakeholders to align with the company wide support standards and ensure IT Service Management practices are followed and materialized. As the single point of contact for the applications in their scope, s/he is responsible for ensuring that SLAs are met by troubleshooting, investigating incidents and fulfilling requests in pursuit of timely resolution and completion.

• Ability to interact effectively at all levels of the organization (team, consultants, functional teams, management)
• Good understanding of IT Service Management, IT Operations Management etc. Proficiency on IT Service Management and Operations
• Requirement Analysis - The ability to understand requirements and trace them back to business goals/objectives
• Organizational Awareness - Understands and works in line with the organization's mission, operations, structure, and goals
• Excellent team working skills balanced with ability to work alone and a positive attitude People Leadership, Engagement & Development
• Good understanding and experience on banking, finance and accounting applications Business Acumen