Helpdesk Support

Location: Ortigas, Pasig City
Work Setup: Full Onsite
Schedule: Dayshift

Job Summary

We are looking for a Helpdesk / Application Support Specialist to provide Level 2 application support, incident troubleshooting, and operational support for business-critical and legacy applications. The role will work closely with L1 Helpdesk/NOC, IT Operations, vendors, and other technical teams to investigate incidents, implement approved changes, support releases, and improve application support processes.

The ideal candidate should have strong troubleshooting skills, good documentation practices, and the ability to work with both modern and legacy applications. Experience with IBAS, PowerBuilder, BSS, application support, SQL, or incident management is an advantage.

Key Responsibilities

Application Incident and Request Support

• Handle L2 application tickets escalated from L1 Helpdesk/NOC using approved runbooks and knowledge articles.
• Reproduce issues, determine scope and impact, and classify incidents based on agreed P1–P4 severity criteria.
• Perform approved low-risk activities such as configuration checks, service restarts, basic data validation, and runbook-based troubleshooting.
• Maintain accurate ticket documentation, including troubleshooting steps, timestamps, screenshots, findings, and next actions.

Legacy Application Support – IBAS / PowerBuilder

• Learn and support legacy BSS modules, common user journeys, and known failure scenarios.
• Troubleshoot issues involving batch jobs, posting, exceptions, UI behavior, and application processing.
• Review legacy application logs and error messages to identify potential causes.
• Perform safe validation checks, including data sanity checks, job status verification, and dependency checks.
• Improve runbooks and known-error articles to reduce recurring incidents and vendor dependency.

Configuration and Small Enhancements

• Implement approved configuration changes involving rules, parameters, and mappings within defined controls and approval processes.
• Support small enhancements such as minor scripts, UI or logic adjustments, and authorized API changes.
• Perform basic unit checks and smoke validation to confirm that changes work as expected.
• Document changes, purpose, validation steps, and rollback or disable procedures.

Evidence-Based Triage and Vendor Escalation

• Isolate the potential fault domain, such as application, infrastructure, integration, or access issues, before escalation.
• Prepare complete evidence for L3/vendor escalation, including reproduction steps, screenshots, timestamps, correlation IDs, sample records, logs, and expected versus actual results.
• Coordinate escalation timelines and communication with vendors and incident bridges.
• Validate vendor fixes in UAT/pre-production when required and confirm restoration after deployment.

Release, Cutover, and Hypercare Support

• Participate in go-live preparation, smoke testing, readiness checks, cutover rehearsals, and rollback validation.
• Maintain operational readiness documentation, including runbooks, known issues, monitoring checks, and L1 support handoffs.
• Document lessons learned and incorporate improvements into runbooks and known-error records.

Collaboration and Communication

• Work closely with L1 Helpdesk/NOC to improve ticket quality and reduce unnecessary escalations.
• Coordinate with IT Operations teams covering network, servers, cloud, and databases when infrastructure dependencies are involved.
• Participate in incident bridges and provide clear, timely updates.
• Follow established communication, escalation, and incident management procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 2–5 years of experience in application support, technical support, helpdesk support, or a similar IT support role.
• Experience handling L2 application incidents and service requests is preferred..

Pay: Php40,000.00 - Php50,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Help desk: 2 years (Preferred)

Work Location: In person