IT Service Delivery Specialist - - Makati Hybrid

The Service Delivery Specialist role acts as the first line of contact with our clients and end-users across the globe and provides the most user facing aspect of our business and works to resolve all issues both proactively and reactively. This role requires a general understanding of technology products to allow you to gather information, analyze symptoms and determine/troubleshoot escalation and more advanced problems.

Main Tasks and Responsibilities:

Provides first level remote technical support including triage and troubleshooting, resolution where possible and assignment where required to the second line or third line support teams and third parties.

Handles incidents, service requests in Jira ticketing tool.

Handle inquiries, issues in the community channels such as Telegram and Discord

Enhanced first line skills such as interrogation of logs for errors, understanding how applications interface in a complex environment

Provides monitoring of system performance in the Infrastructure based in Cloud

Computing including network, investigate and troubleshoot issues and make recommendations to improve system performance

Performs initial analysis on the tickets to determine the right priority of the issues

Takes full ownership for all tickets from open to resolution ensuring delivery within the Service Level Agreements.

Knows when to prioritize and escalate to the further level of supports, or management team, as well as contacts third party suppliers based on business impact and follows the documented guidelines and operating procedures

Proactively contributes to the enrichment of knowledge base content.

Log incident, service request tickets as well as problem and change tickets

Skills and Experiences:

At least 3 years work experience, ideally in an international Tech environment with remote working culture

Bachelors degree is an advantage

Solid knowledge and good understanding of best practices from ITIL frameworks

Nice to have basic programming knowledge

Must be willing to work on shifting schedule with 24/7 support, including graveyard

Very good communication skills in English both oral and written

Customer service mindset/skills by being responsive and dedicated to providing excellent customer service

Ability to work independently, with a willingness to learn, have strong sense of ownership, responsibility and accountability urgency

Engaged, well organized, attention to details, enthusiastic and assertive

Flexible and likes to work in a fast paced, changing and dynamic international environment.

Team player who is able to do cross-team collaboration and communication.

Interested in blockchain technology