Job Description:The Service Desk Engineer is responsible for providing Level 1 technical support and
service dispatch to customers, both internal and external, across different practice areas. Service
Desk Engineer provides Tier 1 support. 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. SD understands software implementation and standard operating environment
implementation.
- DUTIES AND RESPONSIBILITIES
_Service Desk and Support_
- Provides direct first level of support via telephone, email, web or any other means, such as:
Answering RFIs
Onsite and remote assistance- Initial troubleshooting using the KB as reference
Password resets and ticket routing
- Escalation to Level 2, 3 and principal when needed
Monitors premium hours spent/ renewal of managed support and services.
Receives, logs and updates incident reports and service requests; reports
recurrence of incidents of the same nature.- Tracks follow-ups and service deliveries of logged requests.
Configures and maintains of service desk system; provides access management.
- Coordinates with principal partners and Technical Managers for L3 and L4
technical support and management of incidents.
- Interprets schematics to determine the best solution to incidents and requests for
change.
- Specific Skills and Attitude
Oral Expression Talking to others to convey information effectively.
- Oral Comprehension ability to listen and understand information and
ideas presented through spoken words.
- Active Listening Giving full attention to what other people are saying,
taking time to understand the points being made, asking questions as
appropriate, and not interrupting at inappropriate times.
- Critical Thinking Using logic and reasoning to identify the strengths and
weaknesses of alternative solutions, conclusions or approaches to
problems.
- Written Expression Communicating effectively in writing as appropriate
for the needs of the audience.
- Service Orientation Actively looking for ways to help people.
Active Learning Understanding the implications of new information for
both current and future problem-solving and decision-making.- Coordination and Collaboration adjusting actions in relation to others
actions.- Monitoring Monitoring/Assessing performance of yourself, other
individuals, or organizations to make improvements or take corrective
action.- Time Management Managing one's own time and the time of others.
Ability to hit deadlines and finish projects based on committed timeline.
Must have a degree in Engineering or any Computer Science-related courses
Must have at one (1) of experience in a similar position, working for an IT services and solutions company.- Preferably with Linux and Network services experience.
Job Types: Full-time, Permanent
Pay: Up to Php30,- 00 per month
Benefits: - Additional leave
Health insurance
Opportunities for promotion- Promotion to permanent employee
Schedule:Supplemental pay types: Performance bonus
