system engineer, l2

3 days ago


Makati City, National Capital Region, Philippines CUSCAPI PHILIPPINES, INC. Full time ₱1,500,000 - ₱3,000,000 per year

Purpose, Duties and Responsibilities

· To provide guidance and troubleshooting via phone call and remote support.

· To standby for Helpdesk L1 escalation or Onsite cases.

· Perform call and remote troubleshooting of reported issues and also perform proper escalation when necessary based on SLA and WLA.

· Accurately and concisely capture and document issues as well as information gathered and troubleshooting outcome in the relevant tracking systems and guides.

· Follow up closely on issues logged with respective parties to ensure remedy, resolution is provided to the client.

· Ensure and provide prompt updates on issues logged.

· To laisse and work with external teams such as Presales, Projects, Sales & Developer with any RCA, bug fixes, enhancement and integration as per customer requirements.

· Prepare incident report for client and management review.

· Provide ongoing feedback and suggestion to improve service quality and support function.

· Perform standby and after office hour support on rotation basis and must be available whenever your service is schedule/needed including off day/public holidays.

· Perform documentation on troubleshooting guide.

· To handle the L2/L3 case escalation as follows;

L2 Case:

Case related to System such as, but not limited to:

· Database (DB) structure amend, corrupted, modification, converting, migration, data amend, purge.

· System error in Script, ActiveX

· System error on any 3rd party integration software (Mall Interface, CC claritas, Mpay, etc)

· Reporting Sales not tally (SSR, X Report or Z Report) and sales missing.

· Reporting Error (query, missing template)

· Report missing bill, void, PLU, menu item

· Duplicate transaction at Backend

· Menu item, pricing amend

· HQ Merging

· Perform lab Simulation (Transight, C360E, CODS, Kiosk, etc) and lab UAT.

L3 case escalation:

Case related to enhancement such as integration, bug fix and new integration


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