Technical Support Engineer

1 week ago

Pasig, National Capital Region, Philippines Acceligent Solution, Inc. Full time

JOB DESCRIPTION FOR TECHNICAL  ENGINEER

The Company:

Acceligent Solution Inc. is an Information and Communication Technology (ICT) integrator that has been providing comprehensive network infrastructure solutions and managed services to clients since 2014.

The Technical Engineer's Roles and Responsibilities:

  • Provide first-level technical support via phone, email, and chat to customers and internal teams.
  • Troubleshoot and diagnose hardware and software issues, providing timely resolutions.
  • Document all support interactions in the ticketing system, ensuring accurate records of issues and resolutions.
  • Collaborate with engineering and product teams to escalate and resolve complex technical problems.
  • Develop and maintain technical documentation, FAQs, and knowledge base articles for both customers and support staff.
  • Train and guide customers on product features and best practices.
  • Monitor and analyze support metrics to identify trends and improve service quality.
  • Stay updated on product updates, new features, and industry trends to enhance support capabilities.
  • Perform all their tasks in line with their organization's/clients' policies, procedures, and best practices; and
  • Interact regularly with their team members, clients, sales teams, and engineering teams.

Minimum Qualifications:

  • At least a year of experience in a technical support role, specifically with network infrastructure;
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience;
  • Customer-oriented mindset with a focus on delivering high-quality support;
  • Strong understanding of network systems, protocols, and troubleshooting techniques;
  • Excellent communication skills, both verbal and written;
  • Strong problem-solving abilities and attention to detail;
  • Ability to work independently and as part of a team;
  • Ability to multitask and meet timelines on deliverables; and
  • Detail-oriented, Analytical, and has problem-solving skills.

Work Set-up: Onsite in Ortigas, Pasig City

Time: 9 am to 6 pm from Monday to Friday

Job type: Full Time

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