Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of an IT solutions provider. Our reputable client is looking for a Technical Support Engineer to join their growing team. This is for a full time opportunity with a hybrid and dayshift schedule based in Quezon City.
Job Summary:
A Technical Support and Implementation engineer will provide high-level onsite and remote IT technical liaison. The Support & Implementation Engineer will be responsible for enterprise solution implementations and support services for incidents or issues. The position will require close collaboration with other technical support and engineering teams at different levels.
The Technical Support Engineer is responsible for providing Level 1, 2 technical support and service dispatch to customers, both internal and external, across Infrastructure and EDB practice areas. Technical Support Engineer provides technical support, recommendation and provides resolution and escalation to principal when necessary. In the position described, the incumbent is expected to perform as stated in the competencies and job description.
A Technical Support Engineer performs 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. Technical support Engineers understand software implementation and standard operating environment implementation.
They will be assigned to a project when necessary and will perform onsite service requests if and when clients require. They will be the second or L2 escalation of Service Desk Engineers and may ba on call 24x7 if necessary. They can also be assigned to 24 x7 SOC shifts to address Incident and Service Requests. Key Job Responsibilities:
Service Desk and Support:
- Provide direct first and second level support such as: answering Service, Incident and RFIs, App navigation,onsite and remote assistance,Initial troubleshooting which is answerable by KB, password resets and ticket routing and escalation to level,3 and principal to the clients,customers and employees pertaining to all products and services of ITG
- Attend to all requests coming via telephone, email, web or any other means
- Assist end-users (clients, customer or employees alike) to diagnose and resolve incidents as well as dealing with application maintenance and request for change
- Problem determination and resolution at level 1
- Receive, log and update incident reports and service requests
- Provide first level of support to end-users from contracted customer
- Fulfillment of Service Requests based on the SOW
- Configuration change control liaison
- Taking ownership of customer issues reported and seeing problems through to resolution
- Taking ownership of the project during project implementation and seeing through to project completion
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues that may occur during deployment or maintenance of the IT solutions. Following standard procedures for proper implementation or escalation of unresolved issues to the appropriate internal teams
Client Management:
- Ensure customer satisfaction
- Responses to client request, inquiries
- Responsible for the monitoring of the application if necessary or requested
- Responsible for providing Incident Report
- Responsible for creation of worklogs and tasks logs on monitor day to day productivity
Partner Management:
- Coordinates with principal partners and Technical Managers for L2 & L3 technical support and management of incidents
- Ability to interpret schematics in order to determine the best solution to incidents and request for change
Administrative Duties:
- Maintains cleanliness, orderliness and safety within the working environment
- Abides by the company's policies and administrative procedures
- Daily report via worklogs and tasks logs
- Creation of MOP, RCA and other technical documents
- Completion of Training Request Form and Learning Effectiveness Form before and after trainings
- Participation and completion of ISO related documents such as QO, CAR
Other Support Duties:
- Participate and/or assist in company functions and programs.
- Contribute to the improvement of the company's objectives.
- Attends weekly SOC Meeting and other meetings when necessary
- Implement and install solutions at customer's infrastructure platforms.
- Work onsite and offsite to troubleshoot, diagnose and log customer-reported issues on the different implementation layers.
- Ask customers targeted questions to quickly understand the root of the problem
- Talk clients through a series of actions, either via phone, email or chat until they've solved a technical issue
- Act positively and respond promptly to the customer's requests/tickets
- Track issues through to resolution, within agreed time limits
- Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, network engineers)
- Refer to internal or principal database or external resources to provide accurate tech solutions
- Prepare, review and ensure the accuracy of technical documentation
- Conduct Preventive / Corrective Maintenance visits.
- Prepare accurate and timely reports
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Perform any other job-related duties related to work.
- Provides daily and weekly update on issues and other tasks may be assigned by the team leader or HSOC
- Attends Trainings and other activity that may be assigned by the Team Leader or HSOC
Specific Limitations on Authority
- Budget Approval
- Expense Approval
Responsible To:
- Support Team Leader and Head of Support
- Primary reporting to Team Leader
- Responsible to meet SLA criteria on assigned tickets and other task
Responsible For:
- Completion of Work Orders, tasks, action items as stated on the SLA
- Coaching and knowledge transfer to SDE
- Attendance and completion of training and certifications scheduled until year end
- Other tasks and projects that may be assigned by the HSOC
Specific Functional Contacts:
- Participate and/or assist in company functions, programs and initiatives
- Contribute to the improvement of the company's objectives.
- All other duties that may be required by the company for the improvement of SOC.
Key Job Requirements:
- Foundation
- 2 - 3 Years experience in Linux System Administration
- Knows how to manage Linux Systems
- EDB
- 2 - 3 Years experience in Database Administration
- Experienced in using PostgreSQL
- RHOCP
- 2 - 3 Years Experience with Kubernetes Plaftorm
- 2 - 3 Years experience with docker or containers
- Understands concept of SDLC, DevOps, DevSecOps
- Bachelor's Degree in Information Technology, Computer Engineering/Science, Computer application, or any related field.
- At least 2 years experience in a similar field.
- Willing to travel and work extra hours when needed.
- Willing to work on shifting schedules when needed to support 24 x 7 Customers.
- Experience in database engines ( PostgreSQL, Oracle, MS-SQL,).
- Experience in operating systems (Linux and MS Windows)
- Developed knowledge in cloud Infrastructure Orchestration Tools (Ex. Kubernetes, HashiCorp Nomad)
- Working experience in application servers (Ex. Apache Tomcat, JBoss, Wildfly, Oracle WebLogic, IBM WebSphere)
- Knowledge and acquired skills of DevOps techniques including (SCM, CI/CD, Helm, Ansible)
- Knowledge in Directory Services (AD & LDAP).
- Excellent personal skills
- Professional effective communication, verbal and writte
- Customer oriented mentality
- Details oriented and a team player
- Initiative and self-managed
- Time management and result oriented
