English-Speaking 1st Level Network Analyst

Be part of a dynamic company that values innovation, teamwork, and professional development.

WOYN PHILIPPINES INC. founded in November 2019, is a wholly-owned subsidiary of nicos AG. Located in Münster, Germany, nicos AG is a trusted partner of medium-sized German market leaders in various industries. Its expertise lies in providing secure global data communications, allowing these companies seamless connectivity with their international locations.

Why Join Us?

At woyn Philippines, Inc. , we believe in creating an environment where our people can thrive — both professionally and personally. Here's what you can look forward to as part of our team:

Hybrid Work Setup

Enjoy the flexibility of a hybrid working arrangement. Our office is based in BGC, but we understand the value of work-life balance. Plus, no onsite work on weekends.

Health Coverage

We offer HMO coverage, with the added benefit of dependent coverage upon regularization — because we care for you and your family.

Career Growth & Development

We are strong champions of continuous improvement and learning. You'll have access to training programs, exposure to global teams, and opportunities to grow in a multicultural working environment.

Employee Engagement

We believe work doesn't have to be boring We have regular engagement activities that help build connection and keep things fun.

Curious? Check out our social media pages to get a glimpse of our culture in action

Our office is located at The Finance Centre in BGC and we are looking to expand our operations. We are currently in search of:

Job Summary:

The English-Speaking 1st Level Network Analyst serves as a first point of contact for internal and external customers and ensures that inquiries and concerns are resolved effectively and efficiently. This role is responsible for providing initial technical support and troubleshooting for network-related issues.

This role reports to the Global Service Desk Supervisors in Manila and Muenster.

Eligibility: Open to Filipino citizens or foreigners who are legally entitled to live and work in the Philippines.

Job Description:

• Provide technical and general support services to global clients by responding to inquiries, monitoring hardware performance remotely to identify and address potential problems and risks as well as handling and resolving tickets according to defined Service Level Agreements (SLAs);
• Properly escalate and coordinate priority issues to next level support for handling;
• Provide status reports and important operational details to Seniors and Supervisor;
• Deliver exceptional customer service focused on achieving client satisfaction;
• Work in a rotating 24/7 shift roster and to collaborate closely with our teams in Germany, Australia and other colleagues in the nicos Group of companies.

Experience and Qualifications Required:

• Excellent command of the English language is required;
• A minimum of a college-level education, preferably with a degree in Information Technology, Computer Science, or a related field;
• A background at least 2 years in service desk, customer service, or IT support is required;
• Knowledge in MS Office Applications (Outlook, Word, Excel and PowerPoint);
• Demonstrates high-level of confidentiality and compliance to company policies and procedures (e.g. data privacy);
• Demonstrates commitment to continuous learning and professional development to drive ongoing improvements;
• Ability to work effectively in a diverse environment, collaborating with colleagues and clients from various backgrounds;
• Ability to effectively respond to incoming support requests through various channels including email, phone calls, and ticketing systems;
• Effective at escalating priority issues and handing over complex cases as needed;
• Knowledge in Linux multi-user operating system is an advantage;

Desired Qualities:

• Strong people and communication skills;
• Highly customer service-oriented;
• Patient, courteous and friendly with a positive attitude;
• Detail oriented and highly organized;
• Effective time management and prioritization skills;
• Should be able to work with minimum supervision;
• Must possess the ability to learn new programs and processes quickly;
• Must have the ability to thrive in a multicultural team atmosphere;
• Should be able to work and interact with people of various nationalities and levels;
• Willing to work in shifts (morning, mid and graveyard);
• Willing to work during weekends and holidays;
• Willing to work on-site in BGC.