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Customer Support Engineer

3 weeks ago

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

We are seeking a skilled Customer Support Engineer to join our IT team at IT Group, Inc. As a key member of our support team, you will provide Level 1 technical support and service dispatch to customers across different practice areas.

Your responsibilities will include implementing software and standard operating environment procedures, interpreting schematics to resolve incidents, and providing excellent customer service.

Key Responsibilities:

  • Deliver direct first-level support to customers via multiple channels
  • Conduct onsite and remote assistance
  • Use the knowledge base for initial troubleshooting
  • Reset passwords and manage tickets
  • Escalate complex issues to higher levels
  • Track premium hours spent/renewal of managed support and services
  • Log and update incident reports and service requests
  • Ensure timely follow-ups and service delivery for logged requests
  • Maintain the service desk system and configure access
  • Collaborate with senior staff on critical technical issues