TECHNICAL OPERATIONS SUPPORT ENGINEER (ON-SITE MAKATI, MANDALUYONG)

Responsibilities

Provide 24/7 frontline support and work with Service Support Team (SST) and Service Resolution Team (SRT) and help restore incidents for Enterprise customers.

Conduct initial isolation, triage, and level 1 testing (account-level verification and troubleshooting).

Perform all inbound transactions for Service Support Teams - both via hotline and email.

Create, classify, and validate cases based on customer reports/inquiries made through inbound and email channels.

Perform internal and external escalation to Support Groups and vendors to help manage outages.

Coordinate updates/status of critical alarms and outages with SST, SRT, and Support Groups.

Ensures technical tasks (e.g. health check, status checkpoint.) are properly executed.

Collaborate and coordinate with SST and Support Teams to resolve problems and identify root causes to prevent future issues.

Acquire the right skillset to use and navigate the different Network Monitoring Systems (NMS) for monitoring purposes (Read Only Access)

Provide regular customer updates (via call or email) at defined time intervals on the restoration progress and action taken to resolve the incident.

Update and close the fault tickets with the corresponding action upon customer confirmation.

Provide incident handling and resolution for Enterprise customers.

Conduct training and share best practices with peers.

Provide recommendations and process improvements.

Identify possible technical design and/or root cause of recurring outages or issues and recommend appropriate corrective actions.

Qualifications

Must have a Bachelor's Degree in Information Technology, Computer Engineering, or any related field

Knowledgeable in Technical Support Troubleshooting (Hardware & Software), Software Installation/Upgrade/Configuration, Cabling, Networking LAN/WAN

Willing to do calls support

Amenable to work on-site in Makati and Mandaluyong

Amenable to work in shifting schedule

Able to start immediately

Job Details

Project-based

Shifting schedule (morning to night) Fully on-site

Locations: Globe Telecom Plaza Pioneer Mandaluyong / 111 Globe Telepark Valero, Makati

Summary of role requirements:

Looking for candidates available to work:

Monday: Morning

Tuesday: Morning

Wednesday: Morning

Thursday: Morning

Friday: Morning

No experience required for this role

Working rights required for this role

Expected salary: 17,000 per month

Full time