API Support

2 weeks ago

Quezon City, National Capital Region, Philippines Probe CX Full time ₱300,000 - ₱600,000 per year

Responsibilities

  • Problem Resolution: Perform initial diagnostics and troubleshooting. Use technical knowledge, including understanding logs and XML, to identify the nature of the problem. 
  • Log Analysis: Review system logs, event logs, and security logs to diagnose problems and identify patterns. Report findings to appropriate personnel or escalate if necessary. 
  • XML Analysis: Ability to read, understand, and interpret XML files. This can help in troubleshooting software-related issues and understanding data structures. 
  • Escalation Management: Recognize when an issue is too complex or beyond the scope of Level 1 Support capabilities and escalate it to Level 2 or Level 3 Support. 
  • Documentation: Document troubleshooting steps, user interactions, and incident progress in an incident management system. Also, create and maintain technical documentation for reference. 
  • Knowledge Base Maintenance: Contribute to and update a knowledge base of known issues and solutions to enhance the effectiveness of the IT Support team. 

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