Technical Support Engineer

2 days ago

Bacolod City, Western Visayas, Philippines iReply Services Full time $40,000 - $60,000 per year
Key Accountabilities:
The Technical Support Engineer plays a critical role in the coordination and delivery of telephony and data services, providing VoIP and data support to both internal staff and external clients. This role involves active management of support tickets through the client's ticketing platform and dashboards, ensuring timely and effective issue resolution.

Working collaboratively within the team, the Technical Support Engineer is expected to continuously enhance their technical knowledge and contribute to team learning by sharing expertise through one-on-one or group training sessions, especially in areas where others may be struggling.

Key responsibilities include promptly addressing technical issues, escalating when appropriate, and proactively seeking training in areas of uncertainty. A strong desire to learn from peers and leverage shared knowledge is essential to success in this role.

Requirements

To perform in this role successfully, an individual must consistently demonstrate the following abilities:



Technical Knowledge & Skills
This candidate will be expected to diagnose and resolve technical issues across a variety of hardware, software, and networking topics including but not limited to:

  • Familiarity of network architecture, protocols, and standards.

  • Familiarity of LAN/WAN environments

  • Understanding of Network Security protocols and procedures

  • SIP Hosted and Trunking Solutions (Adtran, EdgeMarc, and Netsapiens)

Purpose Driven

  • Ability to diagnose issues based on gathered information from clients.

  • Demonstrate and communicate attentively and patiently with clients and peers.

  • Embody the client's brand by building productive relationships built on trust, patience and results with internal staff, customers, and vendor partners.

Personalized Support

  • Be part of developing an in-depth knowledge base for our client's technical infrastructure, culture, and communication preferences.

  • Keep customers frequently updated and informed of progress, changes and solutions in a timely and effective manner that exceeds expectations and is in alignment with our internal SLA standards.

  • Maintain client specific documentation in client's systems according to standards and specifications.

Tenacious Execution

  • Respect the client's time and that of your team by efficiently exploring solutions and escalating when appropriate.

  • Self-motivated to solve the issue and can act independently to prioritize and manage multiple client issues at a time.

  • Willingness to learn and demonstrate a commitment to personal development by seeking out training opportunities and actively learning from teammates.

  • Flourish in a fast-paced, deadline driven environment with teammates who are results oriented and fast thinkers.

  • Seek to overcome challenges and accept failure as an opportunity for improvement.



Benefits
  • Paid Leaves & Birthday Off: Take time when you need it, and convert unused leave into cash Plus, enjoy an extra day off on your birthday.
  • Comprehensive Health Insurance: Coverage starts from day one and covers one dependent after one month.
  • Performance-Based Salary Increase: Enjoy a raise after regularization
  • Annual Salary Adjustments: We recognize long-term commitment with yearly salary increases.
  • Employee Recognition: Be rewarded for your hard work with incentives and recognition.
  • Engaging Team Activities: Join in on Family Days, Summer Splash, and other fun events that strengthen the iReply community.

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