IT Support Specialist


  • Pasig, Philippines
    15th Floor Unit 1505, Pasig, Metro Manila, Philippines
    Metro Manila
  • Full time
Posted 4 months ago and deadline of application is on 30 Dec
Recruiter was hiring 21 hours ago

IT Support Specialist


Job Description


As a L1 Application Support Specialist, your responsibility will be to provide first level technical and preliminary investigation support to issues and service requests. Escalate to related L2 support team if an issue is too severe to address.


Duties & Responsibilities

  • Provide technology support such as user access, initial triage of issues and sourcing solutions.
  • Support business users to understand issues, develop root cause analysis and work with the team for the development of enhancements/fixes.
  • Escalation contact for incidents or requests not serviced as expected by the customer.
  • Proactively identifying technology or process problems working with problem management to resolve.
  • Start to develop experience with analyzing/researching alternative solutions and developing/implementing recommendations accordingly.
  • Ability to perform high level troubleshooting.
  • Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
  • Troubleshoot user issues primarily by frontal sessions.
  • Work with Cross-Functional Teams.
  • Develop and review content for the company's knowledge base.
  • Identify Potential Issues : Foresight to anticipate and address potential issues before they become issues. This takes good organizational skills and a keen attention to detail.

Minimum Qualifications

Essential Skills

  • Basic working knowledge of IT Hardware and Software.
  • Ability to learn and master employer-specific software.
  • Complex problem solving.
  • Written and verbal communication skills.
  • Good organization and communication skills. Strong aptitude for attention to details.
  • Ability to diagnose & address application issues.
  • Experience in maintaining focus and driving results in a fast-paced, dynamic environment.
  • Ability to coordinate effectively, multi-task and manage pressure.
  • Ability to work using different styles as needed to accommodate the situations encountered.
  • Strong analytic, problem solving and decision-making skills.

Desirable Skills

  • Good working knowledge of a ticketing tool like JIRA highly desirable.
  • Basic knowledge of SQL Databases & front-end development technologies.

Education and Experience Requirements

  • Associate degree. Bachelor's degree can be substituted for the 1-2 years of IT support or call centre experience.
  • 2-3 year experience in IT support or call centre support may be substituted for the Associates Degree.
  • Experience with financial application support (web-based and mobile) would be an added plus.
  • Any other IT certification would be an added plus.

Urgent | Day Shift

Perks and Benefits

  • Paid Holidays Paid Holidays
  • Paid Vacation Leave Paid Vacation Leave
  • Paid Sick Leave Paid Sick Leave
  • Paid Bereavement/Family Leave Paid Bereavement/Family Leave
  • Maternity & Paternity Leave Maternity & Paternity Leave
  • Single Parent Leave Single Parent Leave
  • Special Leave Benefits for Women Special Leave Benefits for Women
  • Child Care Benefits Child Care Benefits
  • Medical / Health Insurance Medical / Health Insurance
  • Employee Discounts Employee Discounts
  • Mobile Phone Discount Mobile Phone Discount
  • Transportation Allowances Transportation Allowances
  • Free Lunch or Snacks Free Lunch or Snacks
  • Gym Membership Gym Membership
  • Performance Bonus Performance Bonus

Jobs Summary

Job level
Entry Level / Junior, Apprentice
Job category
IT and Software
Educational requirement
Bachelor's degree graduate
Recruiter response to application
Office Address
One San Miguel Avenue Building San Miguel Ave, corner Shaw Blvd. Ortigas Center
Business Process Outsourcing
5 openings

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.


ESC is a Business Process Outsource (BPO) and Knowledge Process Outsource (KPO) company. ESC invests in the Filipino talent to provide quality deliverable to corporate clients in Australia. Our business is focused efficiently utilizing skills and resources to deliver positive results to our clients on time, every time. We are comprised of professionals who are experts in providing specialized assistance to our clients. We differentiate ourselves from most outsourcing companies because we do not operate on a script. We work by feel, instinct, and intellect to give dynamic assistance without compromising quality. All of our employees thrive in an open office where dialogue is encouraged between the staff and management. Here, questions are encouraged, and new ideas are respected. We put a premium in equal opportunity rather than hierarchical business organisation. As a result, each employee rightfully contributes to the company’s growth. While we help our clients, we also want to help you fulfill your dreams. Our employees enjoy a family atmosphere, with opportunities for learning and growth. Every employee has an important role to fulfill. We provide world class service to our clients, while giving you a chance to attain work and life balance. And because we operate during Australian hours, you can work during the day and have enough time after your shift for your families. We are committed to uphold the highest ethical and professional standards possible, as we strive for the best industry practice. We take great pride in helping thousands of Australians, from those who are detail-oriented to those who only have a limited background on the services we offer. We nurture our staff’s growth while fostering teamwork, allowing each employee to take pride in their work. Our customers appreciate the refreshing personalized service that we provide. Once you become an ESC employee, you will assist our clients to answer their inquiries. It is very important that they do not speak to robots, but to real professionals who empathize with them while providing fast and reliable service. And because our real world customers are as varied as the colors of the rainbow, we hire people who also enjoy the unconventional; those who find fulfillment in thinking out of the box, and those who go above and beyond to help our customers as ESC and hassle-free as possible. Just like the ‘ESC’ keyboard button that ends completed tasks so that you can begin on a new one, ESC lets you start on your new life as a well-rounded individual, providing the best of Filipino service and talent to our Australian Clients. ESC Service offerings: - Competitive compensation package and benefits - Continuous training and real-world learning - Health Coverage - Fixed day shift - Company events - Attendance and meal allowance - Personalized care with our Human Resources Team - Mentoring with Company Senior Management and Executives - Endless opportunities for career growth ESC attracts motivated and driven people who are able to work well both individually and with a team. The company offers them not only a stimulating work environment, but also the resources and the ability necessary to easily solve complex problems. The culture and values exemplified by the company lure smart and dynamic people with entrepreneurial skills. We train people to go the extra mile to get things done and to break departmental barriers because the achievement of one is the success of our whole company. ESC believes that our family atmosphere can help our people learn more in a no-holds-barred environment where fresh ideas are valued and taken into effect, thereby creating a workforce that is brilliant, strategic and world-class.
People who applied to this job also applied to