Faults Officer

2 weeks ago

Cebu City, Central Visayas, Philippines Regent Business Process Full time ₱900,000 - ₱1,200,000 per year

JOB RESPONSIBILITIES

  • Maintain accurate and up-to-date records of all fault tickets.
  • Collaborate with other departments to drive continuous service improvements.
  • Ensure timely fault resolution in line with defined targets and compliance standards, while providing responses that effectively address customer concerns.
  • Consistently strive to meet all agreed fault resolution targets, with a strong emphasis on adhering to service level agreements (SLAs).
  • Share responsibilities with Tier 2/SME, assessing time already invested, and prioritising tasks to ensure efficient time management.
  • Engage directly with customers to resolve issues when Tier 1 or Tier 2 technicians have been unable to identify the correct solution.
  • Conduct issue identification and provide recommendations.
  • Take ownership of problem-solving by designing and developing potential solutions, evaluating them in a test environment, and implementing the most effective option. Once verified, the solution should be delivered to the customer and documented for future reference and analysis.

JOB QUALIFICATIONS

  • 2–3 years' experience in technical support or fault management (telecom/IT service preferred).
  • Proven Tier 2 support expertise handling complex issues and escalations.
  • Strong problem-solving, analytical, and fault investigation skills.
  • Skilled in mentoring Tier 1 staff and facilitating knowledge sharing.
  • Excellent verbal/written communication; effective liaison across departments.
  • Proficient in ticketing tools, diagnostic platforms, Microsoft Office, and Google Workspace.
  • Detail-oriented, organized, and able to manage priorities in fast-paced environments.
  • Reliable, self-motivated, and able to work with minimal supervision.

Job Type: Full-time

Work Location: In person

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