IT Service Delivery Engineer

5 days ago


Manila, National Capital Region, Philippines TGI Full time
IT Service Delivery Engineer | CAGAYAN (Open to Fresh Graduates)

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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