Product Support Specialist

4 days ago

Paranaque City, Calabarzon, Philippines Solaire Resort & Casino Full time $40,000 - $80,000 per year

Position Summary

Is responsible for the efficient and reliable operation of Solaires IT systems and develops appropriate responses to correct problems and stabilize the interconnected system

The systems operator monitors systems and networks and logs events, listing each backup run, each machine malfunction, and program abnormal termination. Operators assist in testing and debugging new systems and programs before becoming production environments. Managing the backup systems, A systems operator also has knowledge of disaster recovery and business continuity procedures.

Prepares a daily/weekly/ and monthly equipment maintenance outage plan(s) that coordinates outages

Job Responsibilities:

  • Scheduling and directing activities to resolve hardware and software problems, including the provision of a help desk, in a timely and accurate manner in support of Service Level Agreements
  • Monitor the Enterprise monitoring systems to readily detect, troubleshoot, and escalate alerts for all Data Center applications, infrastructure, and network.
  • Coordinate with technicians, customers & vendors to resolve issues in a timely manner to maximize system uptime.
  • Accurately process system(s) alarms and provide incident tracking, documentation, and notification in accordance with published processes
  • Accurately record all processing exceptions and service disruptions in the problem-tracking system
  • Performs and monitors file transfers
  • Dispatch vendors/service personnel in the event of equipment or circuit failure
  • Review all open problem tickets and system monitoring alerts, performing follow-up with escalation contacts to obtain resolutions
  • Ensures systems backups are run, archived, and sent off-site.
  • Ensures that data can be retrieved by testing backups performed.
  • Prepare shift reports and conduct turnover between shifts
  • Experience in monitoring tools such as SCOM, PRTG, Solarewinds, Dyna Trace, etc.

KEY COMPETENCIES AND SKILLS

  • 4-year degree in Information Systems, IT, or Computer Science preferred or equivalent experience.
  • Basic understanding of computer operating systems, hardware, software, telecommunications, and voice radio systems is helpful.
  • Strong data entry skills and proficiency with Microsoft Word, Excel & IT Service Management.
  • An acceptable equivalent combination of education and experience will be considered.
  • Must have strong customer service and interpersonal skills
  • Possess strong attention to detail
  • Proven ability to execute multiple tasks efficiently and effectively
  • Ability to understand basic network architecture to include IP addressing, virtualization of file servers, physical file servers, various server application interfaces, network security requirements, firewalls, switches
  • Ability to solve problems
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
  • Basic problem-determination, resolution skills, and decision-making ability are requirements for this position.
  • Ability to work under strict deadline constraints with ease and accuracy and to adapt to change readily.
  • Effective interpersonal relationship skills and effective communication skills.
  • Ability to read and interpret documents such as procedure manuals, safety rules, and operating and maintenance instructions.
  • Ability to complete routine reports and effectively compose detailed correspondence.
  • ITIL Foundation trained and/or certified is an advantage.

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