Technical Support and Implementation Engineer

4 days ago

Metro Manila, Philippines AYUDA Business Management Solutions, Inc. Full time

Location: Quezon City

Workset Up: Hybrid

FUNCTION OF THE DEPARTMENT & MAIN PURPOSE OF THE JOB

A Technical Support and Implementation Engineer will provide high-level onsite and remote IT technical liaison. The Support & Implementation Engineer will be responsible for enterprise solution implementations and support services for incidents or issues. The position will require close collaboration with other technical support and engineering teams at different levels. 

The Technical Support Engineer is responsible for providing Level 1, 2 technical support and service dispatch to customers, both internal and external, across Infrastructure and EDB practice areas. Technical Support Engineer provides technical support, recommendation and provides resolution and escalation to principal when necessary. In the position described, the incumbent is expected to perform as stated in the competencies and job description. 

A Technical Support Engineer performs as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. The position provides organized triage communication, information and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. Technical support Engineers understand software implementation and standard operating environment implementation. 

They will be assigned to a project when necessary and will perform onsite service requests if and when clients require. They will be the second or L2 escalation of Service Desk Engineers and may be on call 24x7 if necessary. They can also be assigned to 24 x7 SOC shifts to address Incident and Service Requests

DUTIES & RESPONSIBILITIES

Service Desk and Support:

Provide direct first and second level support such as: answering Service, Incident and RFIs, App navigation,onsite and remote assistance,Initial troubleshooting which is answerable by KB, password resets and ticket routing and escalation to level,3 and principal to the clients,customers and employees pertaining to all products and services of the company.Attend to all requests coming via telephone, email, web or any other means.Assist end-users (clients, customer or employees alike) to diagnose and resolve incidents as well as dealing with application maintenance and request for change.Problem determination and resolution at level 1.Receive, log and update incident reports and service requestsProvide first level of support to end-users from contracted customerFulfillment of Service Requests based on the SOWConfiguration change control liaisonTaking ownership of customer issues reported and seeing problems through to resolutionTaking ownership of the project during project implementation and seeing through to project completionResearching, diagnosing, troubleshooting and identifying solutions to resolve system issues that may occur during deployment or maintenance of the IT solutionsFollowing standard procedures for proper implementation or escalation of unresolved issues to the appropriate internal teams

Client Management:

Ensure customer satisfactionResponses to client request, inquiriesResponsible for the monitoring of the application if necessary or requestedResponsible for providing Incident ReportResponsible for creation of worklogs and tasks logs on monitor day to day productivity

Partner Management:

Coordinates with principal partners and Technical Managers for L2 & L3 technical support and management of incidentsAbility to interpret schematics in order to determine the best solution to incidents and request for change

Administrative Duties:

Maintains cleanliness, orderliness and safety within the working environmentAbides by the company’s policies and administrative proceduresDaily report via worklogs and tasks logsCreation of MOP, RCA and other technical documentsCompletion of Training Request Form and Learning Effectiveness Form before and after trainingsParticipation and completion of ISO related documents such as QO, CAR

Other Support Duties:

Participate and/or assist in company functions and programs.Contribute to the improvement of the company's objectives.Attends weekly SOC Meeting and other meetings when necessaryImplement and install solutions at customer's infrastructure platforms.Work onsite and offsite to troubleshoot, diagnose and log customer-reported issues on the different implementation layers.Ask customers targeted questions to quickly understand the root of the problemTalk clients through a series of actions, either via phone, email or chat until they've solved a technical issueAct positively and respond promptly to the customer’s requests/tickets.Track issues through to resolution, within agreed time limitsProperly escalate unresolved issues to appropriate internal teams (e.g. software developers, network engineers)Refer to internal or principal database or external resources to provide accurate tech solutionsPrepare, review and ensure the accuracy of technical documentation.Conduct Preventive / Corrective Maintenance visits.Prepare accurate and timely reportsFollow up with clients to ensure their IT systems are fully functional after troubleshootingPerform any other job-related duties related to work.Provides daily and weekly update on issues and other tasks may be assigned by the team leader or HSOCAttends Trainings and other activity that may be assigned by the Team Leader or HSOC

SPECIFIC LIMITATIONS ON AUTHORITY

Budget ApprovalExpense Approval

RESPONSIBLE TO

Support Team Leader and Head of SupportPrimary reporting to Team LeaderResponsible to meet SLA criteria on assigned tickets and other task

RESPONSIBLE FOR

Completion of Work Orders, tasks, action items as stated on the SLACoaching and knowledge transfer to SDEAttendance and completion of training and certifications scheduled until year endOther tasks and projects that may be assigned by the HSOC

SPECIFIC FUNCTIONAL CONTACTS

Participate and/or assist in company functions, programs and initiativesContribute to the improvement of the company's objectives.All other duties that may be required by the company for the improvement of SOC.

EXPERIENCE

Foundation2 - 3 Years experience in Linux System AdministrationKnows how to manage Linux SystemsEDB2 - 3 Years experience in Database AdministrationExperienced in using PostgreSQLRH OCP2 - 3 Years Experience with Kubernetes Plaftorm2 - 3 Years experience with docker or containersUnderstands concept of SDLC, DevOps, DevSecOps

REQUIREMENTS

Bachelor's Degree in Information Technology, Computer Engineering/Science, Computer application, or any related field.At least 2 years experience in a similar field.Willing to travel and work extra hours when needed.Willing to work on shifting schedules when needed to support 24 x 7 Customers.Experience in database engines ( PostgreSQL, Oracle, MS-SQL,).Experience in operating systems (Linux and MS Windows).Developed knowledge in cloud Infrastructure Orchestration Tools (Ex. Kubernetes, HashiCorp Nomad)Working experience in application servers (Ex. Apache Tomcat, JBoss, Wildfly, Oracle WebLogic, IBM WebSphere).Knowledge and acquired skills of DevOps techniques including (SCM, CI/CD, Helm, Ansible)Knowledge in Directory Services (AD & LDAP).Excellent personal skillsProfessional effective communication, verbal and writtenCustomer oriented mentalityDetails oriented and a team playerInitiative and self-managedTime management and result oriented

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