IT Support Analyst 2

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 ProfileAt least 5 of experience in application support (Mid to Senior Level)Strong SQL Query SkillsAbility to read and interpret JSON and XMLComfortable reviewing and validating CSV/Data FilesFamiliarity with automation platforms and workflow automationExperience with ITSM/PSA PlatformsKnowledge or experience with cloud technologiesUnderstanding of identity, authentication, and access management conceptsExcellent 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 HereIncident Management and Ticket ResolutionsProvide 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 AlertsMonitor 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 responsibilitiesCollaborate 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 JOBHeadquartered 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!