IT Support Specialist (SAAS)

Everglow AI; Pasay; On-site; PHP 240,000 - 420,000; Full time

Job summary

Everglow AI is seeking an IT Support specialist to deliver Level 1 and 2 helpdesk services for SaaS retail clients in the Philippines. You will troubleshoot software, POS systems, and network issues while maintaining high customer service standards.

You will collaborate with clients, internal teams, and vendors to ensure smooth operations, prepare documentation, and participate in on-call rotations to support business hours.

Qualifications

• Hands-on IT support experience (Level 1–2) for SaaS and retail tech.

Responsibilities

• Provide Level 1 and Level 2 Helpdesk support for SaaS applications, POS systems, and retail tech.
• Troubleshoot software installation, network, and hardware issues.
• Deliver product training and user guidance to clients.
• Manage and resolve support tickets within SLAs.
• Escalate complex issues and coordinate with internal/ external teams.
• Create and update SOPs, guides, and knowledge base articles.

Skills

End-user support

Microsoft 365

Active Directory

Remote support

POS systems

SaaS support

Ticketing systems

Customer service

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Remote Desktop

Microsoft Teams

Job description

The IT Support plays a critical role in delivering exceptional technical support and after-sales service to SaaS retail clients across the Philippines. This position is responsible for ensuring the smooth operation of software applications, Point-of-Sale (POS) systems, network connectivity, and related hardware. The ideal candidate is a proactive problem-solver who can diagnose and resolve technical issues efficiently while providing excellent customer service.

This role requires close collaboration with clients, internal teams, and external partners to maintain service continuity, improve operational efficiency, and deliver a seamless support experience.

Technical Support & Client Training

• Provide Level 1 and Level 2 technical support for SaaS applications, POS systems, and retail technology solutions.

• Troubleshoot software installation issues, network connectivity problems, and hardware malfunctions.

• Deliver product training and user guidance to clients, ensuring successful adoption of systems and applications.

Incident Management & Resolution

• Manage and resolve support tickets, incidents, and service requests within established service levels.

• Perform remote troubleshooting and root cause analysis to identify and resolve technical issues efficiently.

• Escalate complex issues to the appropriate teams when necessary and follow through to resolution.

Client Solutions & Service Delivery

• Provide tailored technical solutions based on client requirements and operational needs.

• Collaborate with internal stakeholders and external vendors to support implementation projects, upgrades, and issue resolution.

• Maintain strong client relationships through professional communication and timely follow-up.

Documentation & Knowledge Management

• Create, maintain, and update Standard Operating Procedures (SOPs), user guides, technical documentation, and knowledge base articles.

• Contribute to continuous improvement initiatives by documenting recurring issues and recommended solutions.

Operational Support

• Ensure coverage during business operating hours and participate in on-call support rotations when required.

• Support system deployments, software updates, and operational readiness activities.

• Perform additional IT-related tasks and projects as assigned.

Technical Skills

• Hands-on experience providing Level 1 and Level 2 Helpdesk or IT Support services.

• Experience supporting POS systems, retail applications, and end-user devices.

• Strong knowledge of Microsoft 365, Active Directory, and SaaS application support.

• Experience using ticketing systems such as ServiceNow or similar incident management platforms.

• Ability to perform remote troubleshooting and provide technical support via phone, email, and remote access tools.

• Proficiency in troubleshooting:

  • POS terminals

  • Application and Software

Preferred Experience

• Experience supporting SaaS-based applications and cloud environments.

• Background in retail technology support or IT application support.

• Familiarity with incident management, change management, and service delivery best practices.

Ideal Candidate

• Up to 5 years of total work experience in IT Support, Helpdesk, or Technical Support.

• Experience providing Level 1 and Level 2 technical support, preferably in SaaS applications, POS systems, or retail technology.

• Hands‑on experience supporting Microsoft 365, Active Directory, ServiceNow (or similar ticketing systems), and remote troubleshooting tools.

• Strong analytical and problem‑solving skills with the ability to diagnose and resolve technical issues efficiently.

• Excellent communication skills and a customer‑first mindset.

• Experience creating or maintaining technical documentation, SOPs, or knowledge base articles is an advantage.

We Also Welcome

• Fresh graduates with a degree in Information Technology, Computer Science, Information Systems, or a related field.

• Candidates with strong technical fundamentals, a willingness to learn, and the ability to adapt quickly in a fast‑paced support environment.

This Role May Not Be the Best Fit If

• Your background is primarily focused on hardware repair or network infrastructure with limited end‑user or application support experience.

• You have extensive experience in senior software development or engineering roles and are seeking a development‑focused position.