2022 Application and System Support (IT) null

About the Client:

An office space leasing company that creates amazing workspaces and work experiences through their top-notch office space design and amenities. They believe that the best workplace amenities, resources, tools, policies, etc. are those that provide support to workers to do their work most effectively and are designed to foster a culture of professionalism and purpose.

Job Summary:

The Systems and Application Support will be responsible for maintaining, supporting, and providing assistance in developing and implementing existing and new systems and infrastructure of ARCH Office and B&P.

The main goal of Systems and Application Support I is to ensure the integrity of our systems and infrastructure and to provide support for the users.

Responsibilities:

Main Tasks:

• Provide intermediary-level support to existing systems and applications such as Google Workspace, Zoho Applications (workflows, forms, templates, deluge functions, etc.), scaler, Microsoft Office Applications, Ring Central, Calendly, etc.
• Assist in developing and maintaining required systems and services of the company.
• Assist with the roll-out in coordination with the support groups.
• Assists in monitoring IT systems and applications.
• Assist in releasing new updates on systems and services to the latest stable firmware releases.
• Setting up, developing and maintaining systems and services within the company and its clients.
• Provides regular and timely Systems and Services report status.
• Communicate systems and services event status using established protocols.
• Generate and manage incidents, changes, and requests within the company ITSM portal for proper tracking and handling.
• Handles system and application level issues escalated by Client Services.
• Resolve monitored or reported application and system-level IT incidents using approved response procedures and escalate incidents via Escalation Protocol if required.
• Major/Crisis Incident Management: Can resolve a Major/Crisis incident if it falls within troubleshooting responsibilities/capacities.
• Coordination with Vendors, Service Providers, and contractors.
• Provides system and application monitoring and support during change implementation.
• Complete daily operational tasks within the predefined SLA.
• Drives improvements in processes to Reduce Incident Mean Time to Detect (MTTD) and Mean time to Restore (MTTR)

Secondary Tasks:

• Ensure daily operations and troubleshooting documentation are relevant and up to date. Identifies gaps and improvements in processes and protocols.
• Correlate problems by monitoring tickets, event reporting systems, and other sources of information to quickly identify/resolve/escalate infrastructure problems.
• Perform compliance activities about PCI, HIPAA, GDPR, NPC, ISO, etc.
• Performs ad-hoc responsibilities/assignments from time to time.

Requirements

• Diploma or higher in IT-related disciplines with a minimum 1 year of work experience related to application or systems support
• Experience with Enterprise and Service Provider platforms and architectures such as Google Workspace, Zoho, Zscaler, Microsoft applications, Ring Central or any similar applications and systems.
• Good to have: CRM
• Strong attention to detail with excellent time management and organization skills, independent, excellent interpersonal skills, highly motivated, and able to work under pressure.
• Exceptional English communication, both written and verbal
• Able to work from home 4 days a week and report to our Makati headquarters once a week and as required
• Can work 8 AM to 5 PM, Mondays to Fridays, with minimal coverage during holidays and weekends.
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
• Must have a backup desktop or laptop with the latest OS

Benefits

WHAT WE OFFER:

• Great Place to Work-Certified Company
• Premium HMO
• Holistic employee experience
• Hybrid work setup
• Rewards and incentives
• Monthly engagement activities
• Career advancement opportunities
• Paid referral program