Service Desk Engineer (Alabang)

Service Desk Engineer (Alabang)

The Penbrothers International Inc
Metro Manila / NCR
2 - 5 Years
Not Specified

Job Description

Job Role:


Service Desk Engineer

  • As Service Desk Engineer you will act as the first point of contact for customer to report issues and faults relating to our product for support and services.
  • The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.
  • Throughout this process you will remain the single point of contact with the customer during your shift, maintaining ownership and the main point of contact between the customer, providing timely updates and ensuring the fault is given the correct level of priority and attention.
  • This is a position that calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers and a good level of technical knowledge of products.
Responsibilities:

Involves providing client customers and partners with in-depth technical assistance in the
use of our products and solutions.
Cooperate with client sales and professional services teams to ensure ongoing customer
success and satisfaction
Form part of an on-call rotation order to guarantee 24x7x365 support to customers in
shifts
Participate in the maintenance of support documentation.

Requirements:

Has experience working with Linux OS (1-2yrs).

Experience in UNIX scripting is a plus.

Networking experience exposure or CCNA certified is a plus.
Resourceful with good analytical skills and the ability to perform systematic
troubleshooting techniques.
Good customer handling and communication skills.
Comfortable in handling customers over the phone.
Personal:
Collaborative team player
Self-motivated, highly responsible
Able to work well under pressure

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