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Technical Support Engineer

Radtelcom Technologies Corp
Davao City, Davao Region, Philippines
December 11, 2018


Bachelors College Degree

1. Reporting to

Senior Technical Support Engineer

2. Scope of role

To provide a high level of technical support across the company, both to internal

customers and to external customers. To continually innovate in order to ensure the

department is offering the best level of service in terms of services and equipment.

3. Main responsibilities

Internal Technical Support

To provide desktop support and general configuration of software

To provide network support and general configuration

To perform low level administrative duties (i.e. Domain Renewals \ SSL Certificate Renewals)

To perform medium level operational duties (i.e. File Backups \ Licensing)

To provide staff and clients with server support and general maintenance

Ensure that all internal IT helpdesk requests are actioned

Achieve KPI’s for IT/Helpdesk outputs

Assist with the testing of internal applications and projects

External / Client Technical Support

To deal with customers in an empathic and technically effective manner

To provide external client support via telephone and email

Deployment of new customer websites

Provide technical assistance as required for new client projects

4. Key skills and experience

Experience of customer orientated environment

Knowledge of Citrix virtualisation platform

Knowledge of web servers (IIS and Apache)

Experience of Microsoft Active Directory, DNS, DHCP, Exchange and File Servers

Experience of managing MySQL and MSSQL Databases

Knowledge of VoIP technologies

Relevant technical experience

Ability to liaise with customers in an empathic and technically effective manner

Excellent communication skills with the ability to provide advice to non-technically aware

customers (either internally or externally)

Excellent telephone manner

Ability to work well within a team as well as on own