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Service Delivery Technician

Makati, National Capital Region ·  6 hours ago (updated)

Strategic Networks, Inc.

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12 reviews
  • Description

  • To maintain a first-class level of customer service ensuring that all customers are provided an exceptional service experience.

    On-site/ Remote Video conference codec and meeting/event support for all countries in APAC

    Proactive monitoring of equipment and services to ensure they are up and running prior to start of meeting.

    Take remedial action and escalate issues as appropriate.

    Assist with in room laptop connections to accommodate presentations.

    Assist with Webex Event Center, Meeting Center, PMR, and Training Center.

    Assist with audio conference needs.

    Set up and assist with A/V equipment including microphones, video displays, monitors and other standard A/V equipment needed to support meetings and events.

    Remotely assist or coordinate with Onsite Site Services for Hands and Eyes Support

    Perform proper hand offs when the meeting is started and check that the local participants have the information they need should there be a technical problem (phone numbers for bridging provider or cell phone of technician if needed).

    Tech will be available either fifteen (15) or thirty (30) minutes prior to the scheduled start of the meeting (depending on the day’s requirements).

    Tech will be responsible for basic/routine VC codec hardware and maintenance



    [Requirements]

    Extensive knowledge and experience with Cisco codecs for use in on-site video conferencing meetings and virtual events

    Knowledge to perform Video editing is preferred

    Excellent knowledge of Customer Service best practices.

    Previous experience of working in an IT support role and customer service role.

    Working knowledge of Microsoft Windows as well as various software including Microsoft Office, MS Teams, Webex, Chrome/Firefox/Edge, etc.

    Able to troubleshoot VC codec issues (hardware, software) and basic computer maintenance and repair.

    Excellent organizational skills.

    Experience in working in an ITIL-driven environment and working knowledge of ITIL principles and processes

    with strong knowledge of incidents, change and configuration management and adherence processes, best practices

    and policies

    Experience in working in a team-oriented, collaborative environment & large-scale multinational environment (preferred)

    Analytical and problem-solving abilities with keen attention to detail

    Strong customer service orientation

    Strong verbal and written communication skills in local language and proficient in English (verbal & written)

    Self-directed work style with the ability prioritize work activities and communicate politely, clearly, and effectively in support of internal customers on technical matters

    Ability to supervise a small team of junior engineers, guide and point of escalation for difficult or complex problems

    Ability to identify systemic issues, continuous improvement opportunities, potential issues and raise to management

  • Requirements

  • Minimum education level: Bachelor´s Degree
  • 3 years of experience
  • Availability for travel: Yes
  • Availability for change of residence: Yes
  • People with disabilities: Yes

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Job summary

  • Service Delivery Technician

  • Makati, National Capital Region

  • Company

    Strategic Networks, Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Apply