Service Desk Engineer - Davao CityID:4460120,000 PHP ~ 25,000 PHPDavao Region14 days ago
20,000 PHP ~ 25,000 PHP
• 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.
• 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.
to be discuss
7:00 ~ 16:00
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