PROTECTION AND IMMUNITY, STARTING DAY ONE!

Grow your career while being supported with comprehensive HMO as early as your Day 1 with us! 

Awesome perks await in #WeAreTGT: [Eastwood, Alabang and Cebu]!

• Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance 

• Rewards & Recognition: 24 PTOs (with conversion), annual appraisals, awards, referral programs, company events 

• Growth & Perks: Free daily meals & treats, career development, certifications, overseas training, vibrant office culture 

• Vibrant City Location: Work in MDC Eastwood, Alabang and Cebu (Hybrid | Day Shift!)

As an IT Support Analyst 2...

You'll be responsible for providing comprehensive technical support to our MSP partners and their clients.

Ideal Technical Profile

• At least 5 of experience in application support (Mid to Senior Level)

• Strong SQL Query Skills

• Ability to read and interpret JSON and XML

• Comfortable reviewing and validating CSV/Data Files

• Familiarity with automation platforms and workflow automation

• Experience with ITSM/PSA Platforms

• Knowledge or experience with cloud technologies

• Understanding of identity, authentication, and access management concepts

• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly to non-technical customers.

• Strong problem-solving and decision-making skills.

• Amenable to Work in MDC Eastwood, Alabang and Cebu (Hybrid | Day Shift!)

Your Impact Starts Here

Incident Management and Ticket Resolutions

• Provide Level 2 technical support by investigating, troubleshooting, and resolving complex technical issues related to billing, invoicing, data imports, API integrations, and reporting.

• Manage and prioritize support tickets, ensuring timely resolution in accordance with established Service Level Agreements (SLAs) and Standard Operating Procedures (SOPs).

• Perform technical investigations using SQL queries, JSON and XML files, and CSV data to identify and resolve system and database-related issues.

• Handle ticket queues efficiently, including incident triage, troubleshooting, escalation, follow-ups, and resolution.

• Communicate directly with customers to provide updates, explain technical issues, and deliver clear and effective solutions.

• Escalate unresolved or complex incidents to the appropriate technical teams while ensuring proper documentation and follow-through.

Monitoring and Management of System Alerts

• Monitor system alerts, application errors, and support queues to proactively identify potential technical issues affecting system performance and functionality.

• Investigate alerts related to data processing, API integrations, billing systems, and reporting to determine root causes and appropriate corrective actions.

• Review system logs, database records, and error messages to identify inconsistencies, failed transactions, and integration issues.

• Coordinate with internal technical teams to address recurring incidents, system errors, and service disruptions.

• Maintain accurate records of system alerts, troubleshooting activities, and resolutions to support continuous service improvement.

Other key responsibilities

• Collaborate with internal teams to troubleshoot technical issues and ensure a seamless customer support experience.

• Maintain accurate and detailed documentation of incidents, troubleshooting steps, resolutions, and customer interactions within the ticketing system.

• Follow established technical support processes, escalation procedures, and operational guidelines to maintain service quality and consistency.

• Assist in identifying recurring technical issues and recommend improvements to support processes and system reliability.

• Participate in technical training and knowledge-sharing sessions to strengthen expertise in SQL, database troubleshooting, API integrations, and other relevant technologies.

• Utilize PIA-provided tools, technical training, and SOPs to effectively manage support activities and deliver high-quality customer service.

• Demonstrate strong analytical, problem-solving, and communication skills while managing multiple support requests in a fast-paced technical environment.

MORE THAN JUST A JOB

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.

Make the most of our 100% virtual recruitment. Apply today!