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Support Engineer

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Support Engineer

  • Location:

    City of Taguig

  • Sector:

    Monroe Information Technology

  • Job type:

    Permanent

  • Salary:

    To be discussed

  • Contact:

    Andrea Tiamson

  • Contact email:

    andrea.tiamson@monroeconsulting.com.ph

  • Job ref:

    BBBH395932_1661438838

  • Published:

    about 1 month ago

  • Expiry date:

    2022-09-24

  • Client:

    Monroe Consulting Group

Executive search firm Monroe Consulting Group Philippines is recruiting on behalf of a leading provider of optimization solutions that enable operators to improve efficiency and boost the network speed of a Support Engineer. The job is a full Work from Home Setup, day shift, and offers a flexible working arrangement.

Responsibilities:

  • Support engineer as part of the Global Support and Maintenance Group
  • Responsible for the technical support of the company's products and solutions
  • Take ownership of customer issues reported and see problems through to resolution on-site or remotely, per need
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
  • Resolve time-critical deployment and production issues
  • Provide customer support, technical issues resolution, and improvements within the agreed SLA, on-site and remotely
  • Provide prompt and accurate feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports
  • Document knowledge in the form of knowledge base tech notes and articles
  • Participation in providing training to customers as required
  • Participate in the On-Call duty rotation

Requirements:

  • Experience with customer-facing activities in an international environment
  • Knowledgeable in customer support processes, tooling, and troubleshooting
  • Knowledge in networking: TCP/IP, switching, routing
  • Experience with Linux/Unix-based systems
  • Experience in the mobile and Telco markets (working with telco providers
  • Experience with load balancers
  • Knowledge of VM environments, NFV and SDN
  • Scripting knowledge (Perl/Python/bash)
  • Self-learning and self-motivated
  • Solve problems independently and creatively
  • Team player and capable of working with cross-company teams abroad and in the HQ
  • High level of communication and reporting
  • Excellent communications skills in English

Qualifications:

  • BSc/BA degree or equivalent work experience.
  • 5+ years of experience as a customer support/services engineer
  • International work experience and cultural awareness an advantage
  • Experience with global support organizations working with support teams abroad