Service Delivery Engineer

4 days ago

Makati City, National Capital Region, Philippines Trends Group, Inc. Full time ₱900,000 - ₱1,200,000 per year

I.      GROUP DESCRIPTION

Onsite Services Group focuses on providing efficient and effective support or services directly at a client's location to minimize downtime or disruptions. The group cultivates strong relationships with clients to foster long- term partnerships and repeat business by continuously improving service delivery through innovation, feedback analysis and adopting best practices. These help onsite service groups deliver value, maintain client satisfaction and contribute to the overall success of both client and Trends.

II.    PURPOSE

Level 1 Network & Security Support Engineer

III.   DUTIES AND RESPONSIBILITIES

  1. Responsible for addressing Service Requests (Non incident related). (Service Request shall be defined as those changes that are low risk and frequently recurring)

  2. Perform policy updates /modifications

  3. Creation and Configuration of Asset Groups, Prevention and Sensor Updates

  4. Perform Assignment of Asset Groups to Prevention Policies

  5. Troubleshooting

  6. Platform troubleshooting

  7. Provides technical support and work with vendor's support teams to resolve issues.
  8. Maintains inventory of tickets (issues, service requests and changes) pertaining to solutions being handled.
  9. Maintains documentation for security diagrams and procedures.

  10. Escalation to equipment vendor. Trends onsite engineer shall follow the escalation process agreed between Client and the equipment vendor.

  11. Perform daily monitoring and checking of the platform status through client provided monitoring tool.

  12. Submits reports such as Service Request Reports as required.

  13. Interacts with principal for restoring services and resolving problems of the platform.
  14. On call support on weekends as needed.

IV.  QUALIFICATIONS

A.    Minimum Education

  • A graduate of any 4-year IT related courses:
  • BS in Electronics Engineering
  • BS in Electronics and Communications Engineering
  • BS in Information Technology
  • BS in Computer Engineering
  • BS in Computer Science
  • BS in Information System

B.    Minimum Experience/Training

  • Experience in handling / administration of endpoint anti-virus software or EDR
  • With at least 1 year or 2 of related experience if preferred

C.    Competency

  • Results-oriented and self-starter
  • Analytical, team player and dynamic
  • Results-oriented and self-starter
  • Analytical, team player and dynamic
  • Effective communication skills
  • Demonstrates success as problem solver
  • Working knowledge in information security and data protection
  • Ability to apply security controls in managing and operating IT computing and services

V.    WORKING CONDITIONS

  • Willing to be assigned on a shifting schedule onsite
  • Reports to Client's site aligned with Client's working schedule or as requested by Client.
  • Ensures availability in standby 24x7 for maintenance and incident support calls

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