Support Engineer I

4 weeks ago

Metro Manila Philippines Buscojobs Full time

Pasig City, National Capital Region ₱ - ₱ Y Universal Access and Systems Solutions Inc.

Posted 1 day ago

Job Description
  • Provide technical support to the security solutions for our customers.
  • Resolving tickets under security solutions such as, but not limited to, firewalls, UTM, email security, web security, cloud security, network access control, endpoint security.
  • Responsible for creating and presenting technical documentations to the customers such as, but not limited to, Incident Report, Root Cause Analysis, Method of Procedure
  • Handle the following principals such as, but not limited to: Trend Micro, Checkpoint

Qualifications

  • Candidates must possess a Bachelor's/College Degree in ECE, Computer Engineering, Computer Science, IT or equivalent.
  • Candidates must have at least a 1-year experience deploying, administering, or troubleshooting security solutions.
  • Checkpoint Certified Security Administrator or Trend Micro Apex One Certification is an advantage.
  • Must have working knowledge of security solutions from Trend Micro, Checkpoint or equivalent brand.

The Grundfos IS Support Engineer is responsible for providing a positive and professional customer service experience for the 1st line support and resolution of computer incidents and service requests.

Through the use of documented Global IS processes including incident management, service request management, problem management, and change management, the IS Support Engineer provides best in class, support solutions to ensure consistency and reliability of support services.

Based in Pasig City, you will report directly to the IS Supervisor within a team of 20.

To ensure coverage for our ASIA, EMEA, and US regions, we have three shifts on rotation therefore we require candidates who are flexible in this regard.

Your main responsibilities:

  • Interact with Grundfos computer users with a professional, positive customer service attitude
  • Support all IS Solutions documented in the Global IS Service Catalog
  • Accurate and timely recording of all incidents, service requests, and requests for standard changes
  • First line support, troubleshooting, and resolution of all incidents, service requests, and requests for standard changes
  • Provide information and assist in creation of knowledgebase articles for use by all IS Support personnel and end users
  • When required, assist in root cause analysis of documented problems
  • Recommend changes to procedures within the IS Service Desk to improve service delivery

Your background:

  • Bachelor's degree in a related field or equivalent work experience
  • 1-3 years of relevant work experience in a Service Desk / Helpdesk / technical environment
  • Basic to intermediate skills in major application areas (e.g. MS O365, SAP, mobility, OS, etc.)
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