Senior Technical Support Analyst (Application & Desktop)

As a Technical Analyst you will provide advanced technical support across MRIs cloud and on-premise applications supporting both clients and frontline support teams.

This role is suited to someone with a strong triage mindset who can quickly assess prioritise and investigate technical issues across environments. You will work across application infrastructure and system-level problems acting as a key bridge between frontline support engineering and client environments.

You are naturally curious logical in your thinking and motivated to find solutions not just answers.

What youll do

• Provide secondline and escalationlevel support for complex technical issues across cloud and desktop applications

• Support frontline analysts by guiding investigation steps validating findings and accelerating resolution

• Perform structured triage and root cause analysis across application infrastructure and environment layers

• Troubleshoot issues across:

• Application behaviour and performance

• Windows environments (servers permissions services)

• Networking and connectivity (firewall ports access)

• File shares and system access issues

• Analyse logs system activity and performance metrics using relevant tooling

• Reproduce issues and provide clear diagnostics impact summaries and reproduction steps for escalation or engineering teams

• Collaborate with internal teams (Support Engineering Cloud Ops) to resolve defects and environment-related issues

• Contribute to knowledge base articles troubleshooting guides and playbooks

• Identify patterns and recurring issues to support ongoing product and process improvement

What success looks like (outcomes)

• You consistently triage and diagnose issues quickly identifying the right path to resolution

• Frontline teams rely on you for clear guidance and escalation support

• Issues handed to engineering are high quality well-documented and reproducible

• You reduce time to resolution by eliminating guesswork and improving investigation quality

• You demonstrate strong ownership seeing issues through to resolution even across multiple teams

• You actively improve knowledge sharing and troubleshooting standards

Must-have experience

• 2Years of proven experience in technical/application support (SaaS desktop or hybrid environments)

• Strong logical troubleshooting and analytical thinking

• Experience supporting Windows-based environments including:

• Permissions and security

• File shares

• Application installation and configuration (including Windows Server exposure)

• Solid understanding of:

• Networking fundamentals (SMTPDNS ports firewall rules connectivity)

• System-level troubleshooting across multiple layers

• Hands-on experience with:

• SQL scripting / querying (basic to intermediate)

• Process monitoring tools (Procmon)

• Process Explorer

• Strong communication skills with the ability to translate technical findings into clear guidance for both technical and non-technical audiences

Highly regarded (non-essential)

• Experience with:

• Resource Monitor (Resmon)

• Performance Monitor (Perfmon)

• SQL Server Management Studio (SSMS) including SQL Profiler

• Wireshark and/or Fiddler

• Exposure to:

• Cloud-hosted environments

• Application performance tuning and diagnostics

• Security and firewall configuration at an advanced level

• Experience supporting integrated systems or multi-application environments

Behavioural profile

• Strong triage mindset able to prioritise assess severity and decide next steps quickly

• Naturally curious and investigative with a desire to find root cause

• Logical and structured thinker able to break down complex problems

• High level of ownership and accountability

• Comfortable working across ambiguity and collaborating with multiple stakeholders

• Passion for learning and continuous improvement

Highly regarded

• Experience supporting business software in a customer-facing environment (SaaS or installed applications).

• Exposure to strata/property environments or trust-style accounting workflows (highly beneficial for Strata Masters positioning).

Shift coverage

This role may requireshift timesto support customer needs (e.g. rostered start/finish times across agreed business hours AEST and AWST).

Benefits:

• Career growth opportunities in a diverse and supportive environment

• Competitive salary package

• Prime office location (Ortigas close to MRT restaurants banks)

• Hybrid working arrangement (2 days WFH)

• HMO coverage with 1 free dependent from day 1

• Free 24/7 gym access (Ortigas & Makati)

• 20 days annual leave (including 5 convertible to cash)

• Additional benefits