Service Desk Engineer - Davao CityID:44601

20,000 PHP ~ 25,000 PHPDavao Region14 days ago


  • Salary

    20,000 PHP ~ 25,000 PHP

  • Industry


  • Job Description

    • Be the single point of contact for our premium customers.
    • Ensure calls are answered and emails are responded in a timely manner.

    • Handle initial classification / prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

    • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
    • Escalate incidents to 2nd level resolver groups as per work instructions.
    • Monitor and manage maintenance from providers or engineering

    • Monitor and manage alert/alarms created by the NMS
    • Ensuring all requests are progressed & cleared within SLA

    • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level

    • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.


  • Requirement

    • Know how to monitor and manage tickets in salesforce.
    • Basic knowledge TCP/IP
    • Comfortable in communicating with ISP and a global base of customers.

    • Must be interested in learning to troubleshoot GPON, Routing & Switching, Firewall and Wireless Technologies.

    • Must be interested to do self and guided learning to improve knowledge in GPON, Routing & Switching and Wireless Technologies.
    • Fresh Graduates are welcomed to apply

    • Training Certifications
    • Possess Degree in Computer Science or Computer Information Systems at least.

  • English Level


  • Other Language


Additional Information