IT Service Delivery Engineer

24 hours ago

Davao City, Davao, Philippines Trends Group, Inc. Full time

Join to apply for the IT Service Delivery Engineer | Davao del Norte (Open for Fresh Graduates) role at Trends Group Inc.

I. PURPOSE

The Service Delivery Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.

II. Duties And Responsibilities

  • Technical Support:
    • Provide first-line support for client technical issues via phone, email, or onsite visits
    • Troubleshoot and resolve hardware, software, and connectivity issues efficiently
    • Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up
    • Ensure client service level agreements (SLAs) are met consistently
  • Documentation:
    • Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures
    • Contribute to creating and updating knowledge base articles and user guides
  • Customer Service:
    • Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction
    • Communicate technical information clearly even with non-technical users
    • Build and maintain positive relationships with clients and team members

III. Qualifications

  • Minimum Education:
    • Bachelor's degree in information technology, ECE, Computer Science, or a related field
  • Minimum Experience/Training:
    • Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply
  • Competency:
    • Technical Skills:
      • Basic knowledge of IT systems and troubleshooting methodologies
      • Familiarity with a broad range of IT hardware and software solutions
    • Soft Skills:
      • Strong problem-solving and analytical skills
      • Excellent verbal and written communication skills
      • Ability to work independently and as part of a team
  • Should possess a valid driver's license with motorcycle eligibility

IV. WORKING CONDITIONS

  • Combination of remote and onsite work, depending on client needs
  • May require travel to client locations
  • Flexible working hours to address urgent technical issues when needed
Seniority level
  • Entry level
Employment type
  • Other
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting
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