3RD LINE ENGINEER

Posted on 22 Jun 2021
Expiring on 24 Jun 2021

PHP 40k


Must have atleast 3 years’ experience in 3rd line support functions within the telecoms industry

Good level of customer interaction and knowledge is essential in order to provide excellent service.

Key Responsibilities:

Provide 2nd and 3rd line support for all customers & resellers via phone or email for Asterisk PBX, in house UC system and MS Teams;
Be in-house expert in Microsoft Teams and Azure implementation and support
Log all incidents and requests within the Incident Management System and update ticket in a timely manner;
Take ownership of customers & resellers problems, follow up the status of problems on their behalf and communicate progress in a timely manner;
Troubleshoot & Diagnose hardware/software faults;
Following in-depth diagnosis, escalate to 3rd party supplier support where applicable;
Provide support, training and be an escalation point for 1st line colleagues;
Liaise with 2nd line support and external suppliers to ensure resolution to agreed standards and timescales;
Manage, prioritise and plan own work queue and deal with tickets within the set SLAs;
Share technical knowledge with users and to provide basic training on systems and applications;
Troubleshoot basic network issues such as switch, router & firewall issues;
Maintain a high degree of customer service for all support queries and adhere to all service management principles;
Proactively drive your own training from senior members of staff to bridge the knowledge gap;
Deploy new projects and install systems at customer sites
Take proactive steps to ensure SCB systems are at optimum level
Analyse current market trends and suggest new systems for the benefit of customers
Desirable Skills

ITIL v3 Foundation Certification;
Microsoft Teams implementation knowledge
Experience dealing with Routers, Firewalls network configuration;
CCNP

Additional Details

  • Location: Quezon City, Metro Manila
  • Job Type: Full Time, Contract
  • Timing / Shifts: 5 Day Week