Jr. IT Technical Coordinator

3 days ago

Metro Manila, Philippines Kinettix Inc. (Philippines) Full time

Job Description

The Technical Coordinator will work closely with the field technicians and customers to provide technical support and coordination for our U.S. client's network infrastructure. The ideal candidate will have a solid understanding of network technologies and be able to coordinate with multiple teams to ensure the effective delivery of network & technical services.

Technical Capability - Requires a set of technical skills across networking technologies, LAN/WAN, switching, routing, and cabling amongst others, and you will ideally be Cisco certified.Process - Contributes to the definition of operational processes, (both internal and external) and dealing with customer-escalated problems.Service Levels - Manages systems within Service Level Agreements, proposing, defining improvements, and implementing changes to meet service level requirements. Monitors performance through statistical reporting and analysis.Project Work - Leads the technical implementation of medium complexity infrastructures and technical designs including producing cost and timescale estimates and identifying risks. On larger projects works within a technical framework of the project to meet customer requirements.Customer Relations - Establishes working relationships with the customer and relevant operational units, at the appropriate technical and/or management level, to understand the requirements of the customer's business in order to deliver and enhance the service. Provide written and oral summaries to the customer in real time.Problem Solving - Takes ownership of obtaining the information required to diagnose and resolve more complex problems. Engages with third parties to jointly resolve in-depth product issues where necessary. Proactively analyzes information and trends, proposing action to resolve problems, and maintain and enhance service.Teamwork – Working as a team leader, promoting knowledge sharing and development of other team members both inside and outside of the group. May act as a team lead as necessary.Business Awareness - Proactively contributes both technically and commercially to identify and win new business. Understands the requirements of the customer's business, and the scope of the contract and knows how issues impact the delivery of service.Professional Development - Stays up to date with new products, tools, and techniques, encouraging their use within the business to promote continuous improvement.

 

The Technical Coordinator is responsible for the following core activities:

CISCO experience / proven track record working with product authority and external vendor support teams. Proven track record of problem resolution.Perform Cisco switch IOS, port, and other configuration tasks as needed. Routinely work with field technicians to assess the network.Hands-on experience in supporting routers, and Cisco switches with knowledge and understanding of network best practices. Cisco CCNA certification is preferred.Meets project deadlines and costs within own scope of responsibility.Successful track record of leading small projects and working with third parties.Proven experience in 1st/2nd line support roles with extensive user and system support experience and the ability to effectively self-manage time and prioritize support tickets based on the type and severity of reported incidents.Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

Working Schedule:

8-hour shiftMonday to FridayNight shift/US Shift

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