The Role
The role involves acknowledging and responding to incidents, diagnosing application issues, escalating as necessary, and maintaining documentation for support processes.
Summary Generated by Built In
Job Description:
- Acknowledge and respond to incidents within SLA timelines
- Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
- Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
- Escalate incidents to L2 within defined OLA timelines with complete details
- Provide regular status updates based on incident priority
- Follow approved support procedures, runbooks, and escalation processes
- Maintain and update knowledge base articles and troubleshooting guides
Requirements
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field
- 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
- Understanding of web-based applications and workflow-driven systems
- Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
- Basic understanding of Python logs and execution output
- Exposure to AI chatbot or AI-based platforms
- Experience supporting workflow-based or RAG systems is a plus
- Familiarity with SLA/OLA-driven support environments
- Ability to explain technical issues to non-technical users
- Strong verbal and written communication skills
- Can work Fully Onsite (San Miguel, Manila)
Top Skills
Python
Restful Apis
Saas Platforms
Sharepoint
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The Company
What We Do
Your trusted business partner for IT solutions and services. Questronix has grown to be one of the largest IT solutions and service providers and systems integrator in the Philippines since 1987 that has earned awards and certificates through its focused professional team of experts
