IT Support Specialist (SAAS)

Thoth AI; Pasig; Presencial; PHP 300.000 - 540.000; Jornada completa

Descripción de la vacante

Thoth AI is seeking a proactive IT Support Specialist in the Philippines (Pasig) to provide technical support for SaaS retail clients. You will troubleshoot SaaS applications, POS systems, network connectivity, and related hardware to ensure smooth business operations.

Fresh graduates are welcome. The role emphasizes problem-solving, learning new technologies, and delivering effective solutions with a customer-focused mindset.

Formación

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent practical knowledge.
• Strong analytical, critical-thinking, and problem-solving skills.
• Understanding of software troubleshooting, application support, and basic networking concepts.
• Ability to investigate software-related issues beyond basic Microsoft Office troubleshooting, access permissions, and connectivity concerns.
• Familiarity with Windows environments, Microsoft 365, and IT support tools.
• Good communication skills and the ability to explain technical solutions clearly.
• Positive attitude, initiative, adaptability, and willingness to learn new technologies.

Responsabilidades

• Provide Level 1 and Level 2 technical support for SaaS applications, POS systems, and other business software.
• Diagnose and resolve software errors, application failures, system configuration issues, and connectivity problems.
• Investigate technical issues, identify root causes, and recommend effective solutions.
• Support software installations, system updates, and application deployments.
• Provide remote and onsite technical assistance when required.
• Manage technical support tickets and service requests within established service levels.
• Escalate complex issues to appropriate teams and monitor resolution.
• Provide technical guidance and system training to clients and end users.
• Collaborate with internal teams, vendors, and clients to ensure service continuity.
• Maintain technical documentation, troubleshooting guides, and SOPs.
• Identify recurring issues and recommend process improvements.
• Support system maintenance, upgrades, and IT-related activities.

Conocimientos

Analytical thinking

Problem solving

Communication

Customer service mindset

Willingness to learn

Troubleshooting

Educación

Bachelor's degree in Information Technology

Herramientas

ServiceNow

Active Directory

Remote troubleshooting tools

Windows environment

Descripción del empleo

We are looking for a proactive and analytical IT Support Specialist to provide technical support and after-sales service to SaaS retail clients across the Philippines.

In this role, you will troubleshoot software applications, Point-of-Sale (POS) systems, network connectivity, and related hardware to ensure smooth business operations.

We are particularly interested in candidates who can troubleshoot software beyond basic office applications, demonstrate strong problem-solving abilities, and are eager to learn new technologies.

Fresh graduates are welcome to apply! We value technical aptitude, attitude, and willingness to learn just as much as professional experience.

Key Responsibilities

Technical Support & Troubleshooting

• Provide Level 1 and Level 2 technical support for SaaS applications, POS systems, and other business software.
• Diagnose and resolve software errors, application failures, system configuration issues, and connectivity problems.
• Investigate technical issues, identify root causes, and recommend effective solutions.
• Support software installations, system updates, and application deployments.
• Provide remote and onsite technical assistance when required.
• Manage technical support tickets and service requests within established service levels.
• Escalate complex technical issues to the appropriate teams and monitor them through resolution.
• Provide technical guidance and system training to clients and end users.
• Collaborate with internal teams, external vendors, and clients to ensure service continuity.
• Maintain technical documentation, troubleshooting guides, and Standard Operating Procedures (SOPs).
• Identify recurring technical issues and recommend process improvements.
• Support system maintenance, upgrades, and other IT-related activities.

Qualifications

Required Skills and Competencies

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent practical knowledge.
• Strong analytical, critical-thinking, and problem-solving skills.
• Understanding of software troubleshooting, application support, and basic networking concepts.
• Ability to investigate software-related issues beyond basic Microsoft Office troubleshooting, access permissions, and connectivity concerns.
• Familiarity with Windows environments, Microsoft 365, and general IT support tools.
• Good communication skills and the ability to explain technical solutions clearly.
• Positive attitude, initiative, adaptability, and willingness to learn new technologies.

Preferred Technical Experience

Experience supporting or troubleshooting any of the following systems is a strong advantage:

• Point-of-Sale (POS) Systems – Retail transactions, payment processing, and sales applications.
• Warehouse Management Systems (WMS) – Warehouse operations, inventory tracking, and logistics software.
• Supply Chain Management Systems – Procurement, distribution, and supply chain applications.
• Inventory Management Systems – Stock monitoring and inventory-related software.
• Finance or Accounting Systems – Business financial applications and transaction processing.
• SAP or Other ERP Systems – Enterprise software and integrated business applications.
• SaaS Applications – Cloud-based business software and application support.
• Experience with Active Directory, ticketing platforms such as ServiceNow, and remote troubleshooting tools is also an advantage.
• Direct experience with these enterprise systems is preferred but not mandatory.

Ideal Candidate

• Fresh graduates and early-career IT professionals are encouraged to apply.
• Candidates with up to five years of relevant experience are particularly encouraged.
• Has experience or demonstrates strong potential in troubleshooting business software and applications.
• Approaches technical problems logically and can explain troubleshooting steps clearly.
• Demonstrates curiosity, initiative, accountability, and a willingness to learn.
• Has a customer-focused mindset and enjoys resolving technical challenges.

What Matters Most to Us?

We value attitude, problem-solving ability, and learning potential over years of experience.

You don't need to know every system from day one. What matters is your ability to analyze problems, investigate technical issues, learn new applications, and deliver effective solutions.

If you enjoy solving technical challenges and want to gain exposure to retail technology, SaaS platforms, and enterprise business systems, we'd love to hear from you!