SYSTEM SUPPORT

Julie's Franchise Corporation; Cebu City; On-site; PHP 268,000 - 357,000; Full time

Job summary

Julie’s Franchise Corporation in Cebu City is seeking an IT Support professional to provide first-level system support during scheduled hours, including potential outside hours. The role involves monitoring tools, updating dashboards, and communicating with users and IT teams to resolve issues promptly.

The candidate should be a High School graduate with experience (less than a year acceptable) and familiarity with MS Office; knowledge of POS systems is a plus.

Qualifications

• First-Level system support capability
• Strong communication with users and teams
• Ability to document and track issues effectively

Responsibilities

• Provides first-level system support during assigned schedules, including outside regular hours as required
• Maintains and monitors the issue log or ticketing system for new requests and incidents
• Diagnoses and resolves common system, application, configuration, and access issues
• Escalates complex problems with complete documentation and recommended actions
• Communicates status, workarounds, and resolutions with users and stakeholders

Skills

First-Level Support

Communication

Education

High School Diploma

Tools

MS Office

Job description

Job Responsibilities:

• First-Level System Support

  - Provides first-level system support during assigned schedules, which may fall within or outside regular working hours based on operational requirements.

  - Records, categorizes, prioritizes, and monitors system-related requests, issues, and incidents.

  - Diagnoses and resolves common system, application, configuration, and access issues.

  - Determines whether unresolved or complex issues must be escalated to the immediate supervisor or appropriate developer, with complete supporting documentation.

  - Confirms the resolution with users and documents recurring issues and solutions.

• Management of Monitoring Tools

  - Maintains accurate and updated records in the issue log or ticketing system.

  - Monitors open, pending, overdue, recurring, and high-impact system concerns.

  - Creates and maintains dashboards and graphs showing issue trends and status.

  - Prepares periodic assessments and reports on system issues and service performance.

  - Recommends corrective actions or system improvements based on identified trends.

• Communication

  Monitors support channels and promptly acknowledges system-related concerns.

  Provides users with status updates, workarounds, and expected resolution timelines.

  Issues advisories for system downtime, maintenance, restoration, and updates.

  Sends reminders regarding system processes, policies, and user responsibilities.

  Coordinates with users, IT teams, and vendors until concerns are resolved.

Qualifications:

• High School Graduate
• With experience, less than a year is okay
• Knowledgeable MS Office Tool
• Basic Knowledge of POS Systems is desirable