job vacancies in Philippines

Technical Support Engineer

  • Full Time
  • National Capital Reg- Taguig City
  • PHP 23000 - 30000 /Monthly

Work Address : Bonifacio Global City

Job Description

Technical Support

  • Take ownership of technical issues and working with development teams for more advanced issues when necessary

  • Provide Level 1 technical support to customers by answering complex questions on functionality and product usage via web, phone, chat and email.

  • Provide Level 2 technical support by investigating issues at the message delivery level with third party external messaging providers (SMS, Email and IP Messaging).

  • Document troubleshooting and problem resolution procedures

  • Resolving escalated customer complaints without the need of a team lead intervention

  • Ability to provide 24X7 on-call Support for critical customer issues

  • Responsible for providing technical support for the internal teams such as Sales, Marketing, Finance teams

  • Provide technical support during deployment activities

  • Daily monitoring of platforms, web services, servers, databases and gateways ensuring that all components are healthy using multiple monitoring tools

  • Regular monitoring of business metrics such as platform traffic and platform performance

  • Participation on providing customer training when required

  • Provide support during and post system deployment

  • Participate in development projects and provide inputs for network related items

  • SMS and Email Routing

  • Collaborate with messaging vendors for issue escalation

  • Identify, test and evaluate new messaging routes as well as additional service offerings from these route providers (e.g. USSD, Text-to-Speech)

  • Manage routing for optimal SMS delivery performance / profitability ratio

  • Maintain up to date SMS route table pricing for all routes and destinations

  • Monitor routes, identify and resolve problems efficiently to ensure minimal downtime.

  • Proactively monitor routes, identify and resolve problems efficiently to ensure minimal downtime.

System and Network Provisioning

  • Install / Deploy / Rebuild existing servers and configure settings in accordance to requirements

  • Regular IT security monitoring and implementation of requirements when needed

  • Develop and maintain installation and configuration procedure and standards

  • Maintain SMS routing table and pricing for all routes and destinations

  • Provide and maintain network / system documentation and knowledge-base

  • System migration planning and implementation

  • Provide solutions for known performance-related issues of crucial system components such as API gateways and SMS gateways

Business Technical Support

  • Assist internal team on technical issues

  • Ensure office network is at an acceptable operational state

Customer Engagement

  • Empathize with the customer on a business as well as individual level

  • Nurture customer relationship and champion their success

  • Be the swift solution to possible issues before the customer reaches out

 

Qualifications

  • Strong Knowledge on web application architectures

  • Demonstrate a solid understanding of mobile, email and IP messaging.

  • Technically minded individuals with strong troubleshooting and efficient problem solving skills

  • Outstanding customer service skills with the ability to create the best customer experience

  • Ability to interface, collaborate and prioritize customer issues with internal teams

  • Excellent communication skills and fluent in English

  • 3-4 years of relevant experience in providing support or similar role and in an IT related industry

  • Experience with Linux admin is a plus

  • Experience with Application Monitoring tools is a plus

  • Experience with service desks is a plus

  • Results-driven, pro-active, self-starter

  • Ability to work independently and as a team player

  • Highly organised with attention to detail

  • Graduate of any 4 year Degree Course or higher

Benefits

Allowance HMO 13th Month Annual Leave
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Company Overview

Industry
IT Computer-Network/System /Database Admin
Experience
Exprerience 3 - 4 Years
Qualification
Bachelors
Job Category
IT Computer-Network/System /Database Admin
Job Role
Others
Job Level
Employees with 1 to 5 years experience
Posted

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