Technical Support Engineer

3 days ago


Quezon City, National Capital Region, Philippines IT Group, Inc. Full time

The Technical Support Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. The Technical Support Engineer will provide Tier 1 support and perform as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support, and external vendors. The position provides organized triage communication, information, and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. The Technical Support Engineer understands software implementation and standard operating environment implementation.

DUTIES AND RESPONSIBILITIES

  • Provides direct first level of support via telephone, email, web or any other means, such as:
    • Answering RFIs
    • Onsite and remote assistance
    • Initial troubleshooting using the KB as reference
    • Password resets and ticket routing
    • Escalation to Level 2, 3 and principal when needed
    • Monitors premium hours spent/ renewal of managed support and services.
    • Receives, logs and updates incident reports and service requests; reports recurrence of incidents of the same nature.
    • Tracks follow-ups and service deliveries of logged requests.
    • Configures and maintains service desk system; provides access management.
    • Coordinates with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
    • Interprets schematics to determine the best solution to incidents and requests for change.

QUALIFICATIONS

  • Must have a degree in Engineering or any Computer Science-related courses
  • Must have 2-3 years experience in a similar position, working for an IT services and solutions company.
  • Must have experience in Linux Operating System, DBA, or Database administration
  • Preferably RHCSA
  • Amenable to work on shifting schedule
  • Amenable to work in Quezon City
Seniority level
  • Entry level
Employment type
  • Full-time
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