SaaS IT Support Specialist for POS & Retail

Thoth AI; Pasig; On-site; PHP 300,000 - 540,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Analytical thinking

Problem solving

Communication

Customer service mindset

Willingness to learn

Troubleshooting

Education

Bachelor's degree in Information Technology

Tools

ServiceNow

Active Directory

Remote troubleshooting tools

Windows environment

Job description

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.