About Us:
GECO Philippines, part of the GECO Asia Group of Companies, is a specialist IT Consulting Services company with headquarters in Singapore and two delivery centers in the Philippines.
Position: Level 1 (L1) Application Support
We are looking for a proactive and customer-oriented Level 1 (L1) Application Support to join our Technology Services team. This role serves as the first line of support for business-critical applications, ensuring timely incident logging, initial troubleshooting, proper escalation, and adherence to Service Level Agreements (SLAs).
If you are detail-oriented, analytical, and passionate about delivering excellent customer service in a fast-paced IT environment—apply now and grow your career with us!
Job Requirements & Qualifications:
Must Have:
- Bachelor’s/College Degree in Information Technology, Computer Engineering, or related fields (other degrees welcome with relevant experience).
- At least 6 months to 1 year of experience in Application Support, Service Desk, or IT Support.
- Basic understanding of Incident, Problem, and Change Management processes.
- Experience using any ticketing system.
- Strong analytical and problem-solving skills.
- Good communication skills (written and verbal English).
- Customer-oriented mindset.
Technical Requirements:
- Working knowledge of SQL (basic querying).
- Proficiency in Microsoft Excel.
- Basic understanding of XML.
- Foundational knowledge of web applications and basic debugging techniques.
- Familiarity with SLA-driven support environments.
Good to Have:
- Exposure to business domain processes.
- Experience supporting enterprise applications.
- Knowledge of ITIL practices.
Key Competencies:
- Strong attention to detail and accuracy.
- Ability to follow Standard Operating Procedures (SOPs).
- Fast learner with strong analytical thinking.
- Ability to multitask and prioritize tickets based on urgency.
- Team-oriented and flexible.
- Professional, honest, and dependable.
- Able to work under pressure with minimal supervision.
Job Roles & Responsibilities:
Incident Management:
- Serve as the first point of contact for application-related incidents and service requests.
- Log, categorize, and prioritize incidents accurately in the ticketing system.
- Perform initial troubleshooting following Standard Operating Procedures (SOPs).
- Gather complete and accurate information from end users.
- Resolve common or known issues within scope and SLA timelines.
- Escalate complex or unresolved incidents to Level 2 support with complete documentation.
- Monitor ticket queues and ensure timely follow-ups with users.
- Provide regular updates to customers regarding ticket status.
Problem & Change Support:
- Identify recurring incidents and escalate potential problems to Level 2 or Problem Manager.
- Assist in implementing approved changes following documented procedures.
- Ensure proper documentation of resolutions and updates in the knowledge base.
Administrative Responsibilities:
- Maintain daily monitoring of service deliverables.
- Prepare and submit required reports.
- Comply with organizational standards and processes.
Collaboration & Teamwork:
- Work closely with Level 2 and Level 3 support teams for escalations.
- Coordinate with Domain Leads, internal teams, customer IT teams, and business users.
- Participate in knowledge-sharing and team meetings.
- Support knowledge transfer during project transitions.
Learning & Development:
- Continuously enhance understanding of supported applications and business processes.
- Stay updated on system changes, common issues, and troubleshooting steps.
- Participate in training sessions and skills development programs.
Work Schedule & Conditions:
- May require shifting schedules (including mid-shift: 2PM–11PM / 3PM–12AM).
- Mentor and support junior support engineers and developers.
Why Join Us?
- Competitive pay and benefits with opportunities for skill advancement.
- Be part of a collaborative team where your expertise drives real impact.
- Exposure to diverse technologies and global projects.
- Work in a hybrid setup—3 days onsite per week—with flexibility for extended support hours when needed.
How to Apply:
Click the “Apply for this job” button or send your updated resume to kca@geco.asia.
