Job Description

• Acknowledge and respond to incidents within SLA timelines
• Receive, log, and classify incidents based on Impact, Severity, and Priority (P1–P5)
• Perform initial diagnosis of application issues including DIFY agent availability, workflow execution, AI chatbot responses, execution logs, and SharePoint document ingestion
• Escalate incidents to L2 within defined OLA timelines with complete details
• Provide regular status updates based on incident priority
• Follow approved support procedures, runbooks, and escalation processes
• Maintain and update knowledge base articles and troubleshooting guides

Requirements

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 1–3 years of experience in Application Support, Service Desk, or Enterprise IT Support
• Understanding of web-based applications and workflow-driven systems
• Familiarity with RESTful APIs, SaaS platforms, and document management systems (e.g., SharePoint)
• Basic understanding of Python logs and execution output
• Exposure to AI chatbot or AI-based platforms
• Experience supporting workflow-based or RAG systems is a plus
• Familiarity with SLA/OLA-driven support environments
• Ability to explain technical issues to non-technical users
• Strong verbal and written communication skills
• Can work Fully Onsite (San Miguel, Manila)