Global Service Desk Engineer

3 weeks ago

San Fernando, Central Luzon, Philippines TRT Shared Services, OPC Full time

Position: Global Service Desk Engineer – Level 1

Location: Clark Global City Pampanga

Suitable for: College graduates, BPO background or those looking to enter IT Industry

Key Tasks:

  • Ensure prompt resolution of logged incidents within agreed SLAs.
  • Maintain professional communication with customers and meet commitments.
  • Analyze hardware issues and recommend solutions.
  • Perform basic troubleshooting and component replacement.
  • Coordinate with service partners and field engineers.
  • Escalate unresolved issues to appropriate channels.
  • Update service call information accurately and timely.
  • Ensure compliance with company and customer guidelines.
  • Perform backup monitoring and troubleshooting.
  • Coordinate logistics for required parts.

Required Deliverables:

  • Meet SLAs for incident resolution and customer communication.
  • Continuously learn new technical skills.
  • Operate in a 24/7 support structure.
  • Comply with company policies.

Key Accountabilities:

  • Perform remote hardware troubleshooting and maintenance.
  • Resolve software problems and perform system administration tasks.
  • Coordinate disaster recovery efforts.
  • Handle incident response and manage service calls.
  • Maintain a clean and organized work environment.
  • Adhere to ESD and OHS requirements.

Professional Capabilities:

  • Experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc) is preferred.
  • Willingness to do both hardware and software support.
  • Understanding of basic computer principles.
  • Willingness to be assigned on other TRT locations when necessary.

Job Type: Full-time

Benefits:

  • Health insurance

Schedule:

  • 12 hour shift
  • Day shift
  • Monday to Friday

**THIS ROLE IS A WORK FROM OFFICE SET UP OUT OF CLARK GLOBAL CITY PAMPANGA PHILIPPINES**

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