Technical Support Engineer L1

4 weeks ago

Taguig, National Capital Region, Philippines Eastvantage Full time
About The Role
  • Provide first level support for internal stakeholders on system updates and service requests using basic technical knowledge
  • Assist in assuming initial ownership for the coordination, investigation
  • Ensure proper documentation for all problems, incidents, and requests
  • Assist in interpreting problems or errors at a basic level and help in the assessment of risks of events and escalating appropriately to protect client services
  • Demonstrate a good understanding of the customer's business needs and apply them to the management of system events & incidents
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Work with other teams to ensure the coordinated management of incidents
  • Meet and maintain daily and monthly service level standards
  • Perform health checks on supported systems from time to time
  • Perform initial assessment of the reported issues to check if it is valid and if all the needed information are provided
  • Monitor the resolution of the incidents and requests, follow-up with the assigned resolvers, and provide updates to business, when necessary

Position Requirements
  • Candidates must have a Bachelor's degree preferably in Information Technology or Computer Science.
  • Strong experience in Service desk and infrastructure management.
  • Excellent verbal and written communication skills.
  • Willingness to learn new technologies.
  • Willingness to work on a shifting schedule

Skills
  • Technical expertise
  • Problem-resolving abilities
  • Written and communication skills
  • Team partnership
  • Strong customer service abilities
  • Basic system troubleshooting
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