IT Service Delivery Engineer
5 days ago
Join to apply for the IT Service Delivery Engineer | CAGAYAN (Open to 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
- 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:
- 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
Seniority level: Entry level
Employment type: Other
Job function: Information Technology
Industries: IT Services and IT Consulting
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