Service Desk Engineer

3 weeks ago

Mandaluyong, Philippines Penbrothers Full time

Overview

As Service Desk Engineer, you will act as the first point of contact for customers to report issues and faults relating to our product for support and services. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

This is a position which calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers and a good level of technical knowledge of company's products.

Responsibilities
  • Involves providing client customers and partners with in-depth technical assistance in the use of our products and solutions.
  • Cooperate with client sales and professional services teams to ensure ongoing customer success and satisfaction
  • Form part of an on-call rotation order to guarantee 24x7 support to customers in shifts
  • Participate in the maintenance of support documentations
Qualifications
  • Must have working experience with Networking (DHCP, DNS and Gateway)
  • Must have experience in Customer Service handling Global Support
  • Have prior knowledge and experience in troubleshooting, configuring gateway appliance, or network appliance
  • Resourceful with good analytical skills and ability to perform systematic troubleshooting techniques
  • Good customer handling and communication skills (oral, writing)
  • Good experience in articulating resolutions clearly and confidently to customers
  • UNIX scripting and Linux OS experience is a plus
  • CCNA certified is a plus
  • Knowledge in PMS is a plus
  • Basic HTML, PHP is a plus
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