Service Desk Engineer

Service Desk Engineer

Work Location: Makati City

Work Schedule: Shifting Schedule

*During training probation, working hours will be 9 am- 6 pm PH time (Monday - Friday)

Salary: Php 35,000 to 40,000 basic

As a Service Desk Engineer, you will act as the first point of contact for the company's customers to

report issues and faults relating to our products for support and services.

The primary objective of the role is to provide first-time resolution. This will be achieved by

troubleshooting, diagnosing, and resolving problems at the first point of contact and/or escalating

the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process, you will remain the single point of contact with the customers during

your shift, maintaining ownership and the main point of contact between the customers and

the company, providing timely updates and ensuring the fault is given the correct level of priority and

attention.

Responsibilities:

Involve in providing customers and partners with in-depth technical assistance in the

use of our products and solutions

Cooperate with client sales and professional services teams to ensure ongoing customer

success and satisfaction

Form part of an on-call rotation order to guarantee 24x7x365 support to customers in

shifts

Participate in the maintenance of support documentation

Requirements:

Has experience working with Linux OS (1-2yrs)

Experience in UNIX scripting is a plus

Networking experience exposure or CCNA certification is a plus

Have prior knowledge and experience in troubleshooting, and configuring the gateway

appliance, or network appliance

Resourceful with good analytical skills and the ability to perform systematic troubleshooting

techniques

Good customer handling and communication skills

Comfortable in handling customers over the phone

Good and clear communication skills (oral and written)

Knowledge of PMS is a plus

Basic HTML / PHP is a plus

Personal:

Collaborative team player

Self-motivated, highly responsible

Able to work well under pressure

Responsible and good work ethics