Application Support Specialist

Job Summary

IES Odonto Technology Services Philippines, Inc. is seeking a technically capable, organised, and service-focused Application Support Specialist to join our team in Cebu City.

As an Application Support Specialist, you will provide day-to-day support for business applications and software platforms used by customers and internal teams. You will investigate application issues, respond to support requests, document incidents, coordinate escalations, and help ensure applications remain reliable and accessible.

You will work closely with application support, IT, technical support, operations, development, and customer-service teams to investigate problems, communicate solutions, and improve the overall user experience.

This position is suitable for candidates with experience in application support, technical support, IT help desk, service desk, software support, systems support, SaaS support, or similar technology environments. Fresh graduates with relevant IT or computer-related education and strong technical skills are also encouraged to apply.

What You'll Do

• Provide first- and second-line support for assigned business applications and software platforms.
• Respond to application-related incidents, service requests, and user enquiries.
• Investigate software errors, application behaviour, access issues, and configuration problems.
• Guide users through troubleshooting procedures clearly and professionally.
• Record, categorise, prioritise, and track application-support tickets.
• Monitor open incidents and provide appropriate progress updates.
• Reproduce reported application issues to assist with troubleshooting.
• Review available system information, application logs, and error messages within authorised access.
• Assist with user accounts, permissions, authentication, and routine application-access requests.
• Support approved application configuration and routine administrative activities.
• Escalate complex software defects, infrastructure issues, and technical incidents to the appropriate teams.
• Coordinate with developers, systems teams, vendors, and other specialists when required.
• Support application updates, releases, testing, and implementation activities.
• Assist with user acceptance testing and post-deployment checks where applicable.
• Maintain accurate incident notes, troubleshooting records, and resolution information.
• Prepare and maintain application-support documentation, FAQs, and knowledge-base articles.
• Assist users with approved software features and application workflows.
• Monitor recurring application issues and help identify patterns or potential root causes.
• Support application onboarding and user-training activities where appropriate.
• Contribute to continuous improvement of application-support processes and user experience.

Requirements

• Previous experience in application support, software support, technical support, IT support, help desk, service desk, systems support, or a related technology environment is preferred.
• Fresh graduates with relevant technical education are encouraged to apply.
• Bachelor's degree, diploma, vocational qualification, or equivalent training in Information Technology, Computer Science, Information Systems, Computer Engineering, or a related discipline is advantageous.
• Good technical troubleshooting and problem-solving abilities.
• General understanding of software applications, operating systems, and business technology.
• Familiarity with Windows, web-based applications, browsers, and common workplace software.
• Basic understanding of databases and SQL is advantageous.
• Familiarity with application logs, error messages, APIs, or software integrations is helpful but not essential.
• General knowledge of networking concepts such as TCP/IP, DNS, HTTP/HTTPS, or VPN is advantageous.
• Familiarity with ticketing, ITSM, help-desk, or application-monitoring platforms is helpful.
• Strong attention to detail and accurate documentation abilities.
• Good written and verbal communication skills.
• Ability to explain technical information clearly to non-technical users.
• Strong organisational and time-management abilities.
• Ability to manage multiple support cases and changing priorities.
• Strong customer-service and user-support mindset.
• Ability to recognise when technical issues require escalation.
• Comfortable working independently while collaborating with technical teams.
• Willingness to learn new software platforms, technologies, and troubleshooting techniques.
• Applicants who meet most, but not all, requirements are encouraged to apply.

Why Work With Us

• Develop specialised experience in application and software support.
• Build practical skills in troubleshooting, incident management, SQL, application testing, and user support.
• Gain exposure to business applications and technology-enabled service environments.
• Work with modern ticketing, collaboration, and application-support platforms.
• Participate in software releases, application updates, testing, and implementation activities.
• Collaborate with IT, application, development, operations, and customer-service professionals.
• Strengthen both technical and customer-service capabilities.
• Gain experience investigating real-world application issues.
• Contribute ideas that improve application reliability and user experience.
• Develop transferable experience for progression into Senior Application Support Specialist, Application Support Engineer, Systems Analyst, Technical Support Engineer, or Application Support Team Leader positions.
• Work within a collaborative, professional, and inclusive technology environment

Pay: Php30,000.00 - Php45,000.00 per month

Benefits:

• Flexible schedule
• Free parking
• Health insurance
• Life insurance
• Paid training

Work Location: In person