Network Support Engineer

Functional Overview:

A Network Support Engineer is responsible for ensuring that IT services meet agreed-upon performance levels. They monitor service performance, identify issues, and implement corrective actions to maintain high levels of service availability and quality.

Duties and Responsibilities:

• Monitor service performance: Use monitoring tools to track service metrics such as uptime, response time, and error rates.
• Identify and troubleshoot issues: Diagnose service problems, identify their root causes, and implement solutions.
• Maintain SLAs: Ensure compliance with service level agreements (SLAs) by monitoring service performance and taking corrective actions as needed.
• Implement service restoration procedures: Develop and implement plans to restore service quickly and minimize downtime.
• Coordinate with other teams: Work closely with operations, development, and infrastructure teams to ensure seamless service delivery.
• Provide technical support: Assist in troubleshooting service issues and providing technical guidance to other team members.
• Document service issues and resolutions: Maintain detailed records of service incidents and their resolutions.
• Report on service performance: Prepare regular reports on service performance, highlighting key metrics and trends.
• Take ownership of all incidents and requests coming into the service desk. While over the phone, email and chat, be able to provide a pleasant support experience while addressing customer's issues and requests, handle escalations and effectively document the details and updates on requests, and issues within the ticketing tools. Ensure all incidents and change requests are documented fully and meet our client's and management's satisfaction before closing.
• Following up on all incidents and requests as per ticket handling procedures. Communicate information between tier II Help Desk Technicians and our clients. Request additional information from clients as per ticket notes and inform clients or partners of closed incidents and requests.
• Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned tasks that are within your tier responsibility before the end of your shift, or make the next shift aware of any outstanding requests to be completed.
• Serve as the first point of contact for customers seeking technical assistance
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical hardware and software issues
• Advise customers on appropriate actions
• Log all help desk interactions
• Provides high level customer service to clients and customer
• Awareness of customer service principles and practices
• Ability to follow Help Desk procedures while working in an ITIL environment
• Ability to work within team-oriented, collaborative environment
• Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving, dynamic environment.
• Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
• Escalate to Tier II Help Desk Technicians as needed to resolve issues

Qualification:

• Associate's or Bachelor's degree preferred – Computer Science, Networking or Engineering focus
• 1- 4 years of proven experience in Technical Support or Customer Service Experience
• Experience with service monitoring tools and techniques
• Knowledge of ITIL and other service management frameworks
• Excellent communication  and problem-solving skills.
• Troubleshooting skills: Ability to identify, diagnose, and resolve technical issues.
• Networking basics: Understanding internet connections, IP addresses, VPNs, etc.
• Experience with Specific Tools: like Zendesk, Jira, or ServiceNow
• Ability to work in a fast-paced, team-oriented environment.
• Willing to work in Mandaluyong
• Willing to work in a night shift schedule