L1 Application Support Analyst

Discover your 100% YOU with MicroSourcing!

Position: L1 Application Support Analyst

Location: Cebu

Work setup & shift: Hybrid | Shifting

Why join MicroSourcing?

You'll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a L1 Application Support Analyst, you will:

• Act as the first point of contact for customers and provide timely support through phone, chat, and ticketing channels.
• Triage, diagnose, and categorize incidents, service requests, and application-related issues accurately.
• Resolve application support cases or escalate them to appropriate resolver teams while maintaining ownership of the ticket lifecycle.
• Ensure adherence to Organizational Level Agreements (OLAs) and Service Level Agreements (SLAs) and provide regular stakeholder updates.
• Develop and maintain product documentation and knowledge base articles for assigned applications.
• Participate in training, continuous learning initiatives, and professional development activities to build product expertise.
  
  

What You Need

Non-negotiables

• At least 2 years of experience in an Application Support role or 3+ years of hands-on experience using INX software in an administrative capacity.
• Strong verbal and written communication skills.
• Solid understanding of IT concepts, technologies, systems, and terminology.
• Strong analytical and problem-solving skills with the ability to diagnose and troubleshoot issues.
• Ability to work independently, manage priorities effectively, and escalate issues when required.
  
  

Preferred Skills/expertise

• Experience supporting enterprise applications in a customer-facing environment.
• Proven customer service skills with a strong focus on customer outcomes.
• Experience working with ticketing systems and incident management processes.
• ITIL Certification.
• Tertiary qualification in Information Technology, Computer Science, or a related discipline.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply.