Senior Technical Support Analyst (Application & Desktop)

As a Technical Analyst, you will provide advanced technical support across MRI’s 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 you’ll do 

• Provide second line and escalation level 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 

• 2+ Years 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 (SMTP, DNS, 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 Master’s positioning).  

Shift coverage 

This role may require shift times to 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