Technical Support Engineer
- Full Time
- National Capital Reg- Taguig City
- PHP 23000 - 30000 /Monthly
Work Address : Bonifacio Global City
Job Description
Technical Support
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Take ownership of technical issues and working with development teams for more advanced issues when necessary
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Provide Level 1 technical support to customers by answering complex questions on functionality and product usage via web, phone, chat and email.
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Provide Level 2 technical support by investigating issues at the message delivery level with third party external messaging providers (SMS, Email and IP Messaging).
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Document troubleshooting and problem resolution procedures
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Resolving escalated customer complaints without the need of a team lead intervention
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Ability to provide 24X7 on-call Support for critical customer issues
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Responsible for providing technical support for the internal teams such as Sales, Marketing, Finance teams
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Provide technical support during deployment activities
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Daily monitoring of platforms, web services, servers, databases and gateways ensuring that all components are healthy using multiple monitoring tools
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Regular monitoring of business metrics such as platform traffic and platform performance
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Participation on providing customer training when required
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Provide support during and post system deployment
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Participate in development projects and provide inputs for network related items
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SMS and Email Routing
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Collaborate with messaging vendors for issue escalation
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Identify, test and evaluate new messaging routes as well as additional service offerings from these route providers (e.g. USSD, Text-to-Speech)
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Manage routing for optimal SMS delivery performance / profitability ratio
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Maintain up to date SMS route table pricing for all routes and destinations
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Monitor routes, identify and resolve problems efficiently to ensure minimal downtime.
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Proactively monitor routes, identify and resolve problems efficiently to ensure minimal downtime.
System and Network Provisioning
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Install / Deploy / Rebuild existing servers and configure settings in accordance to requirements
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Regular IT security monitoring and implementation of requirements when needed
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Develop and maintain installation and configuration procedure and standards
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Maintain SMS routing table and pricing for all routes and destinations
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Provide and maintain network / system documentation and knowledge-base
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System migration planning and implementation
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Provide solutions for known performance-related issues of crucial system components such as API gateways and SMS gateways
Business Technical Support
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Assist internal team on technical issues
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Ensure office network is at an acceptable operational state
Customer Engagement
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Empathize with the customer on a business as well as individual level
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Nurture customer relationship and champion their success
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Be the swift solution to possible issues before the customer reaches out
Qualifications
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Strong Knowledge on web application architectures
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Demonstrate a solid understanding of mobile, email and IP messaging.
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Technically minded individuals with strong troubleshooting and efficient problem solving skills
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Outstanding customer service skills with the ability to create the best customer experience
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Ability to interface, collaborate and prioritize customer issues with internal teams
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Excellent communication skills and fluent in English
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3-4 years of relevant experience in providing support or similar role and in an IT related industry
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Experience with Linux admin is a plus
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Experience with Application Monitoring tools is a plus
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Experience with service desks is a plus
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Results-driven, pro-active, self-starter
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Ability to work independently and as a team player
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Highly organised with attention to detail
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Graduate of any 4 year Degree Course or higher
Benefits
Company Overview

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