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)