Technology Engineer (Service Desk Suppport)

• Responsibilities
  Accommodate customer technical concerns through phone, email, instant messaging, and walk-ins in a courteous and professional manner.

• Serve as a liaison between customers and the Information and Communication Department to facilitate issue resolution.

• Escalate complex technical concerns to the appropriate teams or personnel.

• Ensure compliance with established guidelines, procedures, and service level agreements (SLAs).

• Document customer requests, concerns, actions taken, and decisions made until final resolution.

• Monitor network and host connectivity and resources using various monitoring systems, including more than 100 remote stations nationwide.

• Assist the operations team and generate reports as part of regular tasks.

• Install, troubleshoot, and support software through remote desktop access.

• Identify, learn, and provide support for the organization's hardware and software systems.

• Conduct user training on internal systems through various communication channels.

• Provide remote technical assistance by accessing hardware and software to configure settings and resolve issues.

• Collaborate with team members and provide technical support when needed.

• Perform other related tasks and duties as assigned.

QUALIFICATIONS & REQUIREMENTS

• Must possess at least a Bachelor's/College Degree in Computer Engineering, Telecommunications Engineering, Computer Science, Information Technology, or an equivalent field.

• Preferably with at least one (1) year of work experience in a similar role; fresh graduates are also welcome to apply!

• Knowledgeable in Microsoft Windows operating systems, particularly Windows 10 and Windows 11.

• Familiarity with Windows Server and Ubuntu Linux is an advantage.

• Strong computer skills with the ability to troubleshoot and diagnose hardware and software issues.

• Familiarity with PC hardware, software installation, configuration, and troubleshooting.

• Experience in network troubleshooting, repair, and analysis.

• Excellent customer service and problem-solving skills.

• Good communication skills, with the ability to guide customers through technical solutions effectively.

• Willing to work in a 24/7 technical operations environment with rotating shifting schedules.

• Willing to share after-hours on-call duties with other technicians.

• Responsive, responsible, and professional, with a positive work attitude and good moral character.