Systems Support Agent

Systems Support Agent

Location: Clark, Philippines

Work Arrangement: Onsite, Full-time

Shift: Monday – Friday | 7:00 AM – 4:00 PM PHT

Unlock Your Potential! 

At TOA Global, we have a deep commitment to empowering individuals to excel in their enterprises, careers, and communities. Our global footprint stretches across Australia, New Zealand, North America, and the Philippines, supporting our global clients across the accounting, finance, and professional services industries. 

We are seeking a solution-oriented, technically skilled Systems Support Agent to serve as a key Business Operations specialist for a leading international retail and service network. Reporting to the Head of Business Operations, you will manage, maintain, and support a multi-platform technology ecosystem—including Microsoft Dynamics 365 Business Central, LS Retail (POS), central operational platforms, and Xero integrations. Operating onsite in Clark on a predictable daytime schedule, you will blend application troubleshooting, system administration, user training, and strict financial compliance to drive seamless operations across overseas franchise store networks.

Your Impact

• Frontline Technical & Ticket Management: Manage and resolve support tickets across ERP, POS, peripheral hardware, and Xero integration platforms within agreed SLAs. Investigate root causes and escalate complex technical queries to external vendors or partners as needed.

• System Administration & Governance: Administer user access permissions, manage system configurations, monitor performance, and enforce data integrity standards across Microsoft Dynamics 365 Business Central, POS, and central management systems.

• Financial & Bookkeeping System Reconciliation: Troubleshoot sub-ledger integration discrepancies between Business Central and Xero, assist with invoice corrections, and support payment allocation fixes. Strictly enforce compliance by securing written Franchise Owner approval prior to making any financial data adjustments.

• Deployment, Testing & Onboarding: Assist with new store setups, system rollouts, go-live testing, and post-deployment hardware/software support to ensure uninterrupted business trade.

• Documentation & SCORM Training Development: Design, publish, and maintain Standard Operating Procedures (SOPs), knowledge base articles, user manuals, and SCORM-compliant eLearning content for Learning Management Systems (LMS).

• Stakeholder Engagement & Advisory: Partner directly with Franchise Owners, Business Managers, and store teams to simplify technical concepts, deliver practical guidance, and foster high system adoption rates.

What You Bring

• The Experience: Demonstrated background providing systems support in ERP, POS, and financial integration software environments. Direct exposure to Microsoft Dynamics 365 Business Central, LS Retail, or Xero is highly preferred.

• Technical Mastery: Solid understanding of retail operations, financial data flows, hardware/peripheral setups, and API/integration troubleshooting between cloud platforms.

• Training & Content Capabilities: Practical skill in drafting concise technical SOPs, user guides, and SCORM-compliant training modules for non-technical retail users.

• Governance & Problem-Solving: Sharp analytical and diagnostic skills combined with strict adherence to audit trails, change management protocols, and authorization controls.

• Communication & Support: Outstanding written and verbal English communication skills, with a customer-centric approach to building trust with store managers and franchise stakeholders.

Why You’ll Love It Here

We believe in rewarding high achievers with a work environment that fuels both professional growth and personal well-being.

• Time for You: Enjoy 21 Total Annual Service Incentive Leaves, flexible to use for travel, emergencies, or anything you may need for your “Me time.”

• Tenure Recognition Program: Celebrate your milestones with us; on your 2nd year, choose between a cash reward or one free HMO dependent.

• Health & Security: Comprehensive HMO and Life Insurance coverage from day one.

• Day Shift Stability: Enjoy a predictable daytime schedule that respects your work-life balance and keeps your weekends completely free.

• Onsite Community Hub: Work out of our modern, enterprise-grade Clark facility alongside a collaborative network of technology and business operations peers.

• Enterprise ERP Expertise: Fast-track your career by mastering complex retail ERP configurations (Dynamics 365 BC & LS Retail) and enterprise integration management for an established overseas franchise network.