Technical Support Analyst L1

7 hours ago

Manila, National Capital Region, Philippines Aveco s.r.o. Full time ₱1,152,000 - ₱1,440,000 per year

Do you have experience with providing support and enjoy helping others? Would you enjoy diverse communication with different nationalities ? Then this role might be the one for you

We are looking for a skilled person who would join our international support team. The main goal of this position is to maintain a positive relationship and a friendly atmosphere with the customers.

Who we are?

Since 1992, Aveco has grown into the TV industry's largest independent automation company – with production and master control playout automation, media asset management and workflow automation serving over 300 of the world's leading broadcasters. In addition to the Czech Republic, we have customers in Brazil, Peru, India, the Philippines, Mexico, Egypt, France, Germany, Greece, Poland, the much everywhere..

We have been expanding worldwide and we are going to continue to grow There are around 40 of us in Prague, and we also have colleagues in Miami, Buenos Aires, Sao Paulo, Mexico City, Bogota, Nice, Dubai or New Delhi.

Your responsibilities

  • Receive and respond to incoming calls, emails and ticketing system regarding all company-supported application
  • Register and maintain all incoming incidents in the ticketing system
  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, issue resolution, and communication
  • Maintain standalone systems as well as systems delivered as SaaS
  • Work closely with project and development teams for complex problems solving
  • Communicate in a timely manner with customers, while adhering to our Service Level Agreement for issue response/resolution
  • Adapt and learn new concepts and products
  • Write professional issue reports and documents
  • Availability for off-hours and weekends, as needed

Requirements

  • University Degree + 1 year of experience in a similar position or College + 2 years of experience in a similar position
  • Fluency in English
  • Strong communication & analytical skills
  • Ability to adapt and learn new concepts and products
  • Experience in broadcast industry is a strong advantage
  • Good knowledge of Linux-based systems (OpenSUSE preferred)
  • Experience with networking and network troubleshooting
  • Experience with analytical and monitoring tools (Kibana, Zabbix)
  • Experience with ticketing systems (Zendesk, JIRA, etc.) and repositories (GIT, SVN)
  • Experience with accessing customers remotely via VPN, desktop, etc.
  • Cooperation with team members working in different timezones
  • Ability to take on shift work, holidays, weekends and on-call responsibilities

What we can offer you

  • Open "family" culture and informal atmosphere in a dynamic company
  • Interesting work in an attractive TV station environment
  • Flexibility and freedom
  • 3 personal days per year
  • Full remote
  • Financial evaluation according to your work diligence and results
  • Help with everything you need
  • Professional growth

Job Type: Full-time

Pay: From Php85,000.00 per month

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