Onsite Application Support Specialist — SLA-Driven & AI-Ready

Questronix Corporation; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Questronix Corporation is seeking an Application Support professional in the Philippines to acknowledge, log, diagnose, and manage incidents within SLA timelines. You will classify incidents by impact/severity, coordinate escalations to L2, and keep stakeholders updated while following runbooks and maintaining knowledge bases.

The role requires 1–3 years in IT support, familiarity with SharePoint and RESTful APIs, and the ability to explain technical issues to non-technical users.

Qualifications

• 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 SharePoint document management.
• 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

1-3 years experience

Web-based applications

RESTful APIs and SaaS

Python logs

AI chatbot platforms

RAG/workflow systems

SLA/OLA aware

Communication skills

Non-technical explanation

Education

Bachelor’s degree in CS/IT

Tools

SharePoint

Job description

Questronix Corporation is seeking an Application Support professional in the Philippines to acknowledge, log, diagnose, and manage incidents within SLA timelines. You will classify incidents by impact/severity, coordinate escalations to L2, and keep stakeholders updated while following runbooks and maintaining knowledge bases.

The role requires 1–3 years in IT support, familiarity with SharePoint and RESTful APIs, and the ability to explain technical issues to non-technical users.