IT Service Delivery Engineer

2 days ago

Cavite City, Calabarzon, Philippines Trends Group, Inc. Full time ₱250,000 - ₱500,000 per year

I. PURPOSEThe Service Delivery Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service. II.

DUTIES AND RESPONSIBILITIESTechnical Support:Provide first-line support for client technical issues via phone, email, or onsite visits. Troubleshoot and resolve hardware, software, and connectivity issues efficiently. Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up.

Ensure client service level agreements (SLAs) are met consistently. Documentation:Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures. Contribute to creating and updating knowledge base articles and user guides.

Customer Service:Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction. Communicate technical information clearly even with non-technical users. Build and maintain positive relationships with clients and team members.

III. QUALIFICATIONSMinimum Education:Bachelor's degree in information technology, ECE, Computer Science, or a related field. Minimum Experience/Training:Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply.

Competency:Technical Skills:Basic knowledge of IT systems and troubleshooting methodologies. Familiarity with a broad range of IT hardware and software solutions. Soft Skills:Strong problem-solving and analytical skills.

Excellent verbal and written communication skills. Ability to work independently and as part of a team. Should possess a valid driver's license with motorcycle eligibility.

IV. WORKING CONDITIONSCombination of remote and onsite work, depending on client needs. May require travel to client locations.

Flexible working hours to address urgent technical issues when needed.

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