HelpDesk Support (IBAS / PowerBuilder)
Work Location: Pasig City
Work Schedule: Regular Day Shift
Work Setup: Full Onsite
Engagement Type: Must be open to both Full-Time and Service Consulting
Client Interview: Onsite
Target Start Date: ASAP / October 2026
Key Skills
IBAS / PowerBuilder | L2 Application Support | SQL | Incident Management | Production Support | Vendor/L3 Escalation | UAT/SIT | Application Deployment | Troubleshooting
About the role
This is a Mid-Level Application Support role providing L2 application support for IBAS / PowerBuilder applications in an enterprise environment. You will troubleshoot production issues, coordinate with L3/vendor teams, and assist with application releases, testing, and hypercare activities.
Key responsibilities
Handle L2 application incidents and service requests escalated from L1 Helpdesk/NOC
Troubleshoot and resolve issues involving IBAS / PowerBuilder applications, including user transactions, batch jobs, application errors, and system behavior
Reproduce issues, assess impact, determine severity, and perform approved troubleshooting activities
Perform basic SQL/data validation, log checking, job status verification, and dependency checks to support incident investigation
Maintain clear and complete ticket documentation, including troubleshooting steps, findings, screenshots, timestamps, and next actions
Perform approved configuration changes and minor application enhancements within established procedures and change controls
Prepare technical evidence and coordinate L3/vendor escalation when issues require further investigation
Validate vendor fixes and application changes in UAT/pre-production environments when required
Support SIT/UAT, smoke testing, releases, cutover, and hypercare activities
Maintain and improve runbooks, knowledge articles, known-error records, and troubleshooting procedures
About you
Bachelor's degree in Information Technology, Computer Science, or a related field
3–5 years of experience in application support, technical support, or a similar IT role
Hands-on experience supporting IBAS / PowerBuilder applications is REQUIRED
Strong experience in L2 application support and production incident troubleshooting
Knowledge of SQL/database queries for data validation and troubleshooting
Experience working with application logs, batch jobs, and technical troubleshooting procedures
Experience coordinating with L3 support teams and software vendors
Exposure to SIT/UAT, application deployment, cutover, or hypercare activities
Strong analytical, troubleshooting, documentation, and communication skills