Software Support Engineer

Prime@Technology Specialist, Inc.; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

A technology solutions provider in Metro Manila is seeking a skilled support professional to ensure requests are managed according to established service level agreements. Responsibilities include tracking incidents, providing first-level support, and collaborating with stakeholders to drive resolutions. Strong analytical skills and effective communication are essential for this role.

Qualifications

• Experience in service level agreements and first-level support.
• Strong analytical and problem-solving skills.
• Ability to communicate effectively with stakeholders.

Responsibilities

• Ensure requests are addressed in line with SLAs.
• Track and monitor pending incidents till closure.
• Prepare and submit Root Cause Analysis (RCA) reports.

Job description

• Ensure requests are accounted for in established service level agreements (SLAs) and are addressed and resolved in a timely and accurate manner.

• Facilitate resolution and testing with internal stakeholders (developers, support team etc.) as required to achieve customer and SLA expectations / requirements.

• Proactively ensure proper intake, analysis and follow-up on support requests, in line with established support agreement and processes.

• Identify, record, and classify incidents and problems, and provide first-level support.

• Track and monitor pending incidents and problems till proper closure.

• Provide regular reporting on pending incidents and problems to customers and internal stakeholders.

• Investigate and diagnose problems and drive problem resolution in coordination with relevant internal and/or external parties. Prepare and submit Root Cause Analysis (RCA) reports to customers.

• Formulate and test resolutions / recommendations in collaboration with support and/or R&D engineering team.

• Ensure updates and fixes as well as (minor) change requests are integrated into client environment.

• Review requests against scope of support and manage new enhancements as change requests.

• Details each support request, incident, or problem in ticket tracking system.