Software UAT Support

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 279,000 - 446,400; Full time

Job summary

AAPMI Acquire Asia Pacific Manila, Inc. is looking for a Tech Support professional based in Quezon City to provide first and second line technical support for IT systems and applications.

The role includes diagnosing and resolving various technical issues, supporting User Acceptance Testing (UAT) planning, and ensuring compliance with service quality standards. Ideal candidates will possess strong problem-solving skills and a customer-focused mindset.

Qualifications

• Strong problem-solving skills to address technical issues effectively.
• Ability to support a range of IT systems and applications.
• Customer-focused mindset to enhance user experience.

Responsibilities

• Provide first and second line technical support for IT systems.
• Log, track, and manage incidents using ITSM tools.
• Diagnose and resolve hardware and software issues.
• Support UAT planning and test case maintenance.

Skills

Technical support expertise

Incident management

Problem-solving skills

Customer-focused mindset

Tools

ServiceNow

Jira Service Management

Zendesk

Job description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients.

Tech Support Responsibilities

• Provide first and second line technical support for IT systems, applications, and end user environments.
• Log, track, and manage incidents and service requests using ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
• Diagnose and resolve hardware, software, application, and access‑related issues.
• Escalate complex or unresolved issues to Level 3 or specialist teams according to escalation procedures.
• Ensure compliance with SLAs, KPIs, and service quality standards.
• Maintain accurate documentation, knowledge base articles, and runbooks.
• Perform routine system checks, monitoring, and operational support tasks.
• Communicate clearly with users, providing timely updates and resolution status.
• Support onboarding/offboarding activities, access provisioning, and user setup.

UAT Support Responsibilities

• Domain experience (any): Finance, Accounting, ERP (SAP/Oracle), CRM, HR systems, Data/BI.
• Support UAT planning activities, including test approach, scope, and timelines aligned to release plans.
• Assist in creating and maintaining UAT test cases, scenarios, and traceability to requirements/user stories.
• Validate UAT readiness: environment availability, test data setup, access provisioning, and user onboarding.

Qualifications and expectations include strong problem‑solving skills and a customer‑focused mindset.