IT SOFTWARE SUPPORT SPECIALIST/PROGRAMMER  

Job Summary

Responsible for the administration and maintenance of the company’s key and standard software applications. This includes delivering technical support such as setting up systems, resolving issues, troubleshooting system and network problems, diagnosing and solving hardware faults, documenting processes, and supporting the rollout of new applications.

Software Administration and Maintenance

• Ensures software licenses are sufficient, efficiently distributed, and optimized. Maintains inventory and recommends adjustments when necessary.
• Reviews the impact of software upgrades, patches, and fixes. Conducts testing prior to rollout and discusses any major concerns with the IT Manager.
• Supervises application deployment, including fixes and updates to target devices.
• Prepares and submits software migration plans to the IT Manager, identifying requirements, timelines, and impacts.
• Handles external coordination of software-related issues with vendors or local product support, ensuring resolution within acceptable timeframes or SLA requirements.
• Keeps all software product documentation (certification, proof of ownership, manuals) properly for future audit-related requirements.
• Prepares and maintains documentation of in-house-developed applications, including customized reports.
• Administers user accounts for the company’s ERP system, ensuring accurate user counts and security access aligned with current functions. Conducts user access reviews every 3 months with key users or department heads.
• Administers the local email server (Zimbra), ensuring effective security policies against common cyber threats. Coordinates with the IT Manager for any required firewall modifications.
• Manages SQL databases, monitoring system health to ensure performance, availability, sustainability, and security. Conducts necessary testing and maintenance procedures.
• Ensures accurate and timely uploading of employee logs, coordinating with the IT Manager/IT Support Specialist for any technical issues requiring immediate resolution.
• Configures auto-generated reports for scheduled execution, conducting testing prior to deployment and monitoring results for necessary adjustments.

Technical Support

• Provides 2nd level end-user support for standard and key applications. Coordinates with vendors or local service providers for issues requiring escalation. Logs and monitors progress until resolution and updates the IT Manager on critical and long-pending issues.
• Reviews configuration requirements of new software applications and suggests modifications (e.g., hardware upgrades, needed updates, patches, OS components) to current standard PC configurations if necessary.
• Reviews user change requests, assesses resolution requirements (time, cost, resources), and discusses with the IT Manager requests that could potentially become major projects.
• Occasionally provides and updates users with quick tips and practical solutions for standard applications.
• Designs and develops electronic forms, document templates, macro-enabled worksheets, customized reports, and ad hoc or standalone computer programs as requested.
• Maintains proper documentation of all in-house developed programs and reports.
• Summarizes received incidents and updates the knowledge base for future reference.
• Performs all other related duties as assigned.

Qualifications

• Bachelor’s degree in Computer Science or Information Technology.
• Over 5 years of relevant experience in tech support or similar roles.
• Certification in Microsoft, Linux, or Cisco preferred.
• Proficiency in Windows, Linux, and macOS.
• Familiarity with remote desktop applications and help desk software.
• Strong attention to detail and excellent problem-solving abilities.
• Excellent interpersonal and communication skills.
• Desired: Microsoft Certified Professional (MCP) certification.
• Familiarity with Visual Studio, Microsoft SQL, and Crystal Reports preferred.
• Proficiency in Microsoft Office Suite.
• Experience with Microsoft Windows Operating System (at least Windows 7).
• Background in web development is a plus.
• Strong documentation and system analysis skills.
• Knowledge of ISO and ITIL v3 standards preferred.
• Willing to be assigned in Ortigas, Pasig City.
• Willing to work from Mondays to Saturdays.
• Available to start immediately.