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Technical Support Engineer

Salary undisclosed

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The Technical Support Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. The Technical Support Engineer provides Tier 1 will perform as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. The position provides organized triage communication, information and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. SD understands software implementation and standard operating environment implementation.

DUTIES AND RESPONSIBILITIES

Provides direct first level of support via telephone, email, web or any other means, such as:

  • Answer RFIs
  • App navigation
  • Onsite and remote assistance
  • Initial troubleshooting using the KB as reference
  • Password resets and ticket routing
  • Escalation to Level 2, 3 and principal when needed
  • Monitor premium hours spent/ renewal of managed support and services.
  • Receive, log and update incident reports and service requests; reports recurrence of incidents of the same nature.
  • Track follow-ups and service deliveries of logged requests.
  • Configure and maintain service desk system; provide access management.
  • Coordinate with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
  • Interpret schematics to determine the best solution to incidents and requests for change.

QUALIFICATIONS

  • Must have a degree in Engineering or any Computer Science-related courses
  • Must have at 2-3 years experience in a similar position, working for an IT services and solutions company.
  • Must have experience in Linux Operating System, DBA, or Database administration
  • Preferably RHCSA
  • Amenable to work on shifting schedule
  • Amenable to work in Quezon City

The Technical Support Engineer is responsible for providing Level 1 technical support and service dispatch to customers, both internal and external, across different practice areas. The Technical Support Engineer provides Tier 1 will perform as the first point of escalation of IT infrastructure incidents that involve clients, customers, service providers, internal support and external vendors. The position provides organized triage communication, information and resolutions to customers who have issues pertaining to products and services of the company, as well as internal operations. SD understands software implementation and standard operating environment implementation.

DUTIES AND RESPONSIBILITIES

Provides direct first level of support via telephone, email, web or any other means, such as:

  • Answer RFIs
  • App navigation
  • Onsite and remote assistance
  • Initial troubleshooting using the KB as reference
  • Password resets and ticket routing
  • Escalation to Level 2, 3 and principal when needed
  • Monitor premium hours spent/ renewal of managed support and services.
  • Receive, log and update incident reports and service requests; reports recurrence of incidents of the same nature.
  • Track follow-ups and service deliveries of logged requests.
  • Configure and maintain service desk system; provide access management.
  • Coordinate with principal partners and Technical Managers for L3 and L4 technical support and management of incidents.
  • Interpret schematics to determine the best solution to incidents and requests for change.

QUALIFICATIONS

  • Must have a degree in Engineering or any Computer Science-related courses
  • Must have at 2-3 years experience in a similar position, working for an IT services and solutions company.
  • Must have experience in Linux Operating System, DBA, or Database administration
  • Preferably RHCSA
  • Amenable to work on shifting schedule
  • Amenable to work in Quezon City