Offer description

Job Summary: In this role, you will provide an effective diagnostic evaluation of Customers’ needs and in all cases use good judgment and timeliness in responding to and resolving each issue/ request to the customers’ satisfaction. Resolution includes but is not limited to the following: Identify, research, and resolve technical problems, timely response to telephone calls, email, and personnel requests for technical support. The position also required accurate documentation and tracking and monitoring the problem to ensure a timely resolution.

Responsibilities

• Define the System & Network architecture and implement it using the best IT practices.

• Monitor the IT infrastructure (servers, storage, network, etc.) and application using different monitoring tools.

• Manage incidents/ requests assigned to the Tier 2 and 3 support team.

• Determine the most effective manner to resolve the client’s technical issues. Engage in research and in-depth troubleshooting to resolve technical issues.

• Document customers and problem information in the ticketing system. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.

• Verify suggested solutions, and effectively resolve the customer’s issues through verbal or email follow-up. Share it with Tier 1 support.

• Do project management and write documentation.

• Be on-call if an escalation is needed during the night, weekends and holidays.

• Possible business trip to implement an infrastructure on-premise.

• Other similar ad hoc tasks.

• Keep knowledgeable of methods, techniques, and skills required in your own job and related functions, remaining current on new developments affecting the work activities.

Requirements

• Bachelor’s degree in STEM (Science, Technology, Engineering and Mathematics) strand

• Preferably for Tier 2 - minimum of 3 years experience and for Tier 3 minimum of 5 years experience.

Salary Range: Tier 2 – PHP 40k to 70k / Tier 3 – PHP 80k to 150k

Work Location: Muntinlupa (Hybrid set up, 2 days WFH & 3 days Onsite)

Requirements

• Minimum education level: Bachelor´s Degree
• 3 years of experience
• Availability to travel: No
• Availability of change of residence: No

More than 30 days ago

About Dempsey, Inc.

We strive to become a significant venue both for private companies and professionals for the purpose of matching their respective needs, creating opportunities for productive, meaningful and long-term employment.

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