Onsite App Support Specialist – SLA-Driven IT

Questronix Corporation; Metro Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Questronix Corporation in the Philippines is seeking an Application Support professional to acknowledge and respond to incidents within SLA timelines, log and classify incidents, and perform initial diagnosis of web-based applications and AI-enabled workflows.

You will escalate to L2 with complete details, provide regular status updates, follow runbooks, and maintain knowledge bases. Onsite role in San Miguel, Manila, with strong communication skills.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support.
• Understanding of web-based applications and workflow-driven systems.
• Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint).
• Basic understanding of Python logs and execution output.
• Exposure to AI chatbot or AI-based platforms.
• Experience supporting workflow-based or RAG systems is a plus.
• Familiarity with SLA/OLA-driven support environments.
• Ability to explain technical issues to non-technical users.
• Strong verbal and written communication skills.
• Can work Fully Onsite (San Miguel, Manila).

Responsibilities

• Acknowledge and respond to incidents within SLA timelines
• Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
• Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
• Escalate incidents to L2 within defined OLA timelines with complete details
• Provide regular status updates based on incident priority
• Follow approved support procedures, runbooks, and escalation processes
• Maintain and update knowledge base articles and troubleshooting guides

Skills

Communication skills

Explain technical issues

Web apps understanding

SLA/OLA familiarity

AI chatbot exposure

Education

Bachelor's degree in CS/IT or related

Tools

SharePoint

RESTful APIs

SaaS platforms

Job description

Questronix Corporation in the Philippines is seeking an Application Support professional to acknowledge and respond to incidents within SLA timelines, log and classify incidents, and perform initial diagnosis of web-based applications and AI-enabled workflows.

You will escalate to L2 with complete details, provide regular status updates, follow runbooks, and maintain knowledge bases. Onsite role in San Miguel, Manila, with strong communication skills.