Application Support Engineer II | Midshift - Manila

Discover your 100% YOU with MicroSourcing!

Work Set-up & Shift: Hybrid and Midshift

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:

You will collaborate closely with onboarding team, development teams, and Operations team to troubleshoot issues and implement solutions.

Duties and Responsibilities:

• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers professionally.
• Mainly responsible for monitoring and maintaining the Company’s core products such as Centroid Bridge, Hosting, and Risk Management (RMS) across multiple client setups.
• Maintain an excellent understanding of company’s products and new releases.
• Handle all clients’ technical queries, work closely with clients, and be on the front line for any inquiry via email, chat, and phone in a timely manner.
• Diagnose and resolve complex technical issues related to network, trading, system setups, and configurations.
• Guide new clients throughout the onboarding journey, from requirement identification and planning to follow-up, handover, training, and ongoing post-go-live support.
• Provide guidance and training to Level 1 team to resolve issues efficiently and understand clients’ concerns or requests.
• Testing of new system features and catching potential bugs for further system improvement.
• Perform conformance testing on UAT with clients integrating to Centroid and LP where centroid is integrating with.
• Contribute to and maintain the knowledge base, documenting solutions and best practices for future reference.
• Collaborate with other departments such as Development team, Network team, and Operations through internal channels.
• Handle internal tasks, weekend tasks, and taking on-call schedules for emergency issues.
• Escalating issues and reporting to Senior Application Support Team or Head of Support, if needed.
• Work in a shift rotation with night shifts and Sundays for the Market Open duties.

Qualifications:

• Strong knowledge of Networking and TCP/IP
• General knowledge of computer systems
• Intermediate understanding of APIs
• Basic understanding of Virtual Machines and Physical Servers
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) & Google Workspace (Docs, Sheets, Slides, Gmail, Drive)
• Familiarity with Communication Tools: Skype, Slack, Zoom, Microsoft Teams, and other messaging or collaboration applications
• Experience with Ticketing Systems: Jira or equivalent platforms
• Good knowledge of monitoring systems

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%!

• Terms & conditions apply