Technical Support Engineer
2 weeks ago
The Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with network services, software systems engineering, and/or applications development teams to restore service and/or identify and correct the core problem.
Ideal candidates are well versed in networking basics (experience with wireless, VLAN dense environments, general routing/switching/firewalling across various platforms) with a proven ability to think logically, rationally and analytically. A focus on autonomy and self-improvement while maintaining a team-focused attitude and seeking out assistance when needed is encouraged.
Responsibilities- Liaise with staff, property management groups, ISP's, and other vendors to ensure that change orders are well communicated, well thought out, and efficiently executed through to completion with minimal service disruptions for all parties
- Perform high level and in-depth network monitoring, as well as troubleshooting and diagnosing network, hardware, and ISP issues
- Adhere to general and property specific service level agreements (SLAs)
- Address and handle Tier 1 and outsourced/overflow support ticket escalations
- Analyze and identify larger global/system wide issues and present or escalate these to Tier 3 agents for additional input and resolution
- Use advanced knowledge of networks, policies and procedures, and best practices to educate and present solutions for clients
- Deliver ongoing training and development of Tier 1 agents
- Dig below the surface and identify trends in support tickets, diagnose underlying cause, and take appropriate actions
- Work closely with other departments (installations, provisioning, sales, software, accounting, etc.) to make sure that client requests/issues are channeled and addressed efficiently
- Offer "frontline" insight to Tier 3 agents and support managers to ensure best practices and SOP's are developed or modified to achieve maximum efficiency and employee satisfaction
- With a strong attention to detail, write up detailed documentation on issues, collect and aggregate data from multiple sources to effectively gather information and analyze potential problems
- Bachelor's degree or equivalent work experience with networking
- 3+ years of experience providing technical support and / or customer service
- Ability to maintain regular consistent, punctual, and professional attendance
- Dedication to performing duties in an efficient, professional, and courteous manner with a high attention to detail and accuracy
- Experience with trouble shooting and documenting network related problems
- Experience with quality assurance or desktop support
- CCENT, CCNA, CCNP, Network+, etc.
- A strong command of the English language, both verbal and written (fluency in other languages is an asset)
- Comfort/experience with Linux based systems and basic programming/scripting skills are welcomed.
- Free one meal a day
- Emergency loan and financial assistance programs
- Free 24-hour snacks and beverages
- Health insurance and health subsidy
- Retirement plan, life insurance, and savings plan
- Team socialization allowance and attendance bonuses
- Year-end performance bonus (company discretion)
- And much more
-
Technical Support Engineer
2 weeks ago
Cebu City, Central Visayas, Philippines Staff4Me Full timeCallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless...
-
Technical Support Engineer
2 weeks ago
Cebu City, Central Visayas, Philippines CallTek Full timeCallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless...
-
Technical Support Engineer
1 week ago
Cebu City, Central Visayas, Philippines Thrive Full timeAbout UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals...
-
Technical Support Engineer
1 week ago
Cebu City, Central Visayas, Philippines InfoHedge Technologies LLC Full timeAbout UsThrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals...
-
Technical Support Engineer
1 week ago
Cebu City, Central Visayas, Philippines South Asialink Finance Corporation Full timeJOB SUMMARYTo provide timely and effective technical assistance for internal systems, hardware, and software, ensuring smooth operations and minimal downtime. The Technical Support Engineer serves as the first line of defense for resolving IT issues, maintaining system integrity, and supporting end-users across the organization.DUTIES AND...
-
Technical Support Engineer
1 week ago
Cebu City, Central Visayas, Philippines CallTek Full timeJob DescriptionThe Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist...
-
Technical Support Engineer 3
2 weeks ago
Cebu City, Central Visayas, Philippines Staff4Me Full timeCallTek is a global leader in white-label technical support, trusted by technology operators worldwide for over 20 years. With 10,000+ professionals across nine countries, we deliver 24/7 engineering, software development, customer support, and field services. Backed by top security certifications and innovative AI solutions, we provide secure and seamless...
-
Field Technical Support Engineer
1 day ago
Cebu City, Central Visayas, Philippines South Asialink Finance Corporation Full timeJOB SUMMARYTo provide timely and effective technical assistance for internal systems, hardware, and software, ensuring smooth operations and minimal downtime. The Technical Support Engineer serves as the first line of defense for resolving IT issues, maintaining system integrity, and supporting end-users across the organization.DUTIES AND...
-
Technical Support Engineer
2 weeks ago
Cebu City, Central Visayas, Philippines FileCloud Full timeFileCloud is looking for an enthusiastic and experiencedTechnical Support Engineer based in the Philippines to join our team. In this role, you will diagnose, troubleshoot, and resolve customer issues in a timely manner. You will be required to provide support coverage during US hours. This role is fully remote and will require working remotely with other...
-
Design Engineer
1 day ago
Cebu City, Central Visayas, Philippines Tsuneishi Technical Services (Phils.), Inc. Full timeCompany DescriptionTsuneishi Technical Services (Phils.), Inc. is a Japanese company specializing in the design of ocean-going vessels and other steel structure marine applications. The company is renowned for its expertise in marine engineering and design. With a focus on high-quality and innovative solutions, Tsuneishi Technical Services aims to contribute...
