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Technical Support Engineer (NAGA)

₱ 15,000.00 monthly ·  Camarines Sur, Bicol Region ·  Today, 06:13 AM (updated)

Stellar Philippines

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  • Description







  • Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.

    Required skill(s): • helpdesk standard practices, • client liaison, • problem solving, • planning and organization – has excellent organizational and follow-up skills, • pc skills, • Written & verbal communication.

    At least 1 year(s) of working experience in the related field is required for this position or fresh grads.

    1 Permanent position available.

    Responsibilities

    Incident management and Service Request fulfillment

    • Provides timely responses to all incidents, outages and performance alerts.

    • Categorizes and prioritizes incidents in accordance with the business requirements and operational impact

    • Ensures that requests/incidents are handled to the customer's satisfaction

    • Determines the severity of an incident and depending on the circumstances take immediate action to restore service and escalate to appropriate stakeholders

    • Enter updates in the ticketing system as they occur

    Provides technical support to users

    • Responds to incidents submitted by users from different programs or accounts and provide updates

    • Escalates issues to the appropriate personnel or vendor when outages occur to ensure that corrective action is taken in a timely manner and to restore various system services.

    • Communicate with other groups like Workforce and Operations, keep them informed of incident progress and notifying the status of the issue

    • Serves as the focal point for status information on the progress of the resolution effort. Set up a bridge for coordination when severity or impact warrants

    • Serves as the focal point for gathering information and submitting any required Root Cause Analysis

    Monitors critical network components

    • Monitor system and application components and respond to alarms or certain conditions that may require special attention in order to avoid impact on network performance

    • Analyze and troubleshoot computer and network system status to identify potential problems and develop solutions before outage occurs.

    • Send/post notification regarding system and network outages

    • Evaluate documented resolutions and analyze trends for ways to prevent future problems

    Operational Management

    • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications

    • Apply diagnostic utilities to aid in troubleshooting

    • Identify and learn appropriate software and hardware used and supported by the organization

    • Desktop imaging and software installation

    • Perform hardware and software inventory

    • Setup user account, profile, email, lync, etc.

    • IT equipment movement (Desktop, Monitor, keyboard, mouse, phone, etc.)

    • Test fixes to ensure problem has been adequately resolved

    • Perform post-resolution follow-ups

    Produce Technical Specifications and Installation Documentation for Stellar software and solutions as required.

    • Develops detailed documents for the purposes of instruction (WIM, MOP, etc.)

    • Evaluates documented resolutions and analyze trends for ways to prevent future problems

    • Ensures all documentation is kept up-to-date

    Other

    • Complete delegated/assigned tasks in a timely manner

    • Participate in internal IT projects, training, workshop and meeting as required

    • Work as part of a team and participate in a 24x7 call-out schedule if required

    • Perform other reasonable duties as required





  • Requirements

  • Minimum education level: Bachelor´s Degree
  • Years of experience: 1
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Technical Support Engineer (NAGA)

  • Camarines Sur, Bicol Region

  • Company

    Stellar Philippines
  • Type of contract

    Permanent contract

  • Work type

    Full Time

  • Salary

    ₱ 15,000.00 monthly

  • Apply