UAT & IT Support Specialist

Acquire Intelligence

Quezon City

On-site

PHP 420,000 - 660,000

Full time

3 days ago

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Job summary

Grosvenor Engineering Group is seeking a Tech Support / UAT Support professional in the Philippines. You will provide 1st and 2nd line technical support for IT systems and end users, log incidents in ITSM tools, and ensure SLA/KPI compliance while maintaining documentation and runbooks.

You will also assist in UAT planning, create test cases, and validate readiness across environments, data, and user onboarding.

Qualifications

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 as per 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

Responsibilities

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