ROLE SUMMARYOur client is looking for a Service Desk Engineer, who will be responsible for resolving client service requests either via remote control or onsite presence as needed. They do this by living the company's published core values and following company policies and procedures.
A successful Service Desk Engineer will provide effective incident resolution, quick response times, greater than 95% customer satisfaction, increased first-contact resolution, evolving technical knowledge and expertise, thorough and accurate documentation, collaboration with team members across all teams, achieve annual scorecard metrics, and provide a positive impact on service delivery and company operations.
- WORK SCHEDULE: 8:00 AM 5:00 PM Mountain Daylight Time (10:00 PM 7:00 AM Philippine Standard Time), follows Philippine holidays
Manage all reactive services that are provided by the company- Handle service delivery requests, escalations, and alerts, delivered remotely and onsite, scheduled, and unscheduled
Follow all service delivery processes and procedures, meet their personal and team metrics, and maintain the company's way of customer service delivery
- Route tickets that come into the company's PSA to their appropriate statuses
Work on tickets based on the procedures of the established service delivery system- Execute on-site appointments set by the Service Delivery Manager and address all the deliverables of the visit
Maintain all technical instructions and checklists in real time
- Ensure that updates are reflected within the necessary instructions
Perform other duties as needed or assigned
A bachelor's degree in Information Technology-related field preferred- Minimum of 3 years of experience in a service delivery role preferred
Proven analytical, critical thinking, and problem-solving skills
- Preferred certifications:
Datto Certified Advanced Technician Continuity Comptia Server+
- Experience in a multi-client environment
Analytical skills with particular attention to detail- Ability to function in an autonomous environmentindependent worker, self-directed
- What awaits you upon securing the position
Attractive compensation Leave credits
Night differential benefits- Comprehensive health and life insurance upon hiring, covering one free dependent
Special anniversary incentives
We provide the necessary equipment!
Work Schedule: Night Shift Permanent WFH set-up
Job Type: Full-time
Benefits:
Life insurance
Schedule:
Experience:- Service Desk Engineer: 2 years (Preferred)
License/Certification:- Datto Certified Advanced Technician Continuity (Preferred)
Cisco Meraki Training (Preferred)
* Comptia Server+ (Preferred)
