IT Service Delivery Engineer

4 weeks ago

Manila, National Capital Region, Philippines Trends Group Inc. Full time
IT Service Delivery Engineer | Agusan Del Norte (Open to Fresh Graduates)

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

Job Overview

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.

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

Bachelor's degree in Information Technology, ECE, Computer Science, or a related field

Experience/Training

Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply

SkillsTechnical 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

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
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