We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs. At least CCNA/ CCNP.
- Diagnose and troubleshoot technical issues, including account setup and network configuration
- Ask customers targeted questions to quickly understand the root of the problem
- Track system issues through to resolution, within agreed time limits
- Talk clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams
- Provide prompt and accurate feedback to customers
- Refer to internal database or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Candidate must possess at least a Bachelor’s/College Degree in any field.
- Preferably 1-4 Yrs Experienced Employee specialized in IT/Computer – Network/System/Database Admin or equivalent.
- Willing to assign on a shifting schedule.
- At least CCNA
- Preferably with Fortinet Firewall and FireEye background
- Knowledgeable with AWS cloud
- With at least 2 years of experience managing a network infrastructure and network security
- Willing to be assigned in Makati
- At least with certification from any of the following principal vendors:
- Trend Micro
- With a solid foundation regarding routing and switching
- Experience with Checkpoint and/or Trend Micro is desirable
- With at least 1 year of experience of managing network and/or data center operations preferably focused on providing technical support for any of the following technologies: Enterprise network (LAN and WLAN)
- Voice/Collaboration (VOIP and Video Conference)
- Network Security
- Data Center
- Willing to be assigned on a 24×7 shifting and on-call schedule
- Willing to be assigned on-site/on-field as needed