Technical Support Specialist

4 days ago

Quezon City, National Capital Region, Philippines AI Gruyal Accounting and Management Services Full time $40,000 - $80,000 per year
Key Responsibilities:
  • Provide Level 1 / Level 2 technical support for enterprise applications.
  • Monitor system health and performance using appropriate tools.
  • Troubleshoot application issues, resolve incidents, and escalate complex problems when necessary.
  • Document all technical issues, solutions, and updates in the service management system (e.g., ServiceNow).
  • Collaborate with development and infrastructure teams to implement bug fixes and system improvements.
  • Follow ITIL processes for incident, change, and problem management.
  • Participate in on-call rotation and support weekend releases, if required.
  • Communicate effectively with clients to understand issues and provide timely resolutions.

Required Skills and Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 1–3 years of experience in technical support, application maintenance, or IT operations.
  • Familiarity with ITIL processes and service management tools.
  • Experience with ticketing systems such as ServiceNow, Remedy, or Jira.
  • Knowledge of enterprise applications (e.g., SAP, Oracle, Salesforce) or custom-built solutions.
  • Proficiency in basic scripting (e.g., Shell, Python, PowerShell) is a plus.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.

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