MicroSourcing
MicroSourcing

Operations Engineer | User Support  

MicroSourcing

 
  • Quezon City, Philippines
    6th floor, 1880 Avenue Building, Quezon City, National Capital Region, Philippines
    Quezon City
    National Capital Region
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2020-01-30T16:00:00+00:00
Job closed.

Job Description

Reporting to the Head of Service Delivery, the Operations Team manages the 24/7 operations of the Client and its customers.

The key functions of the role are to support one of our key client's users, monitor system-generated alerts, typically generated from both servers and routers, respond quickly to alerts and users ensuring all SLA’s and KPI’s are met. The Operations team is focussed on out of hours user support, remotely monitoring, managing and securing customer IT infrastructure, networks, applications, and services.

The user support will be mainly the first line till/POS support and desktop support.

Utilizing a variety of remote toolsets, the engineer will also investigate automatic alert-based tickets around infrastructure technology, networks, and Enterprise Applications. There is scope to develop skills around the areas of telephony and cloud-based services as well as a variety of other applications and infrastructure types.

Key responsibilities are as follows:

  • Provide help and advice to customers using NAK's products and services;
  • Communicate courteously at all times with customers and internal staff by telephone and email.
  • Investigate and solve customers' problems, which may be complex or long-standing problems that may have been escalated already
  • Perform regular checks on customer infrastructure and provide reports
  • Triage and investigate all system-generated alerts within SLA’s and KPI’s
  • Keep accurate records of discussions or correspondence with customers in the ITSM toolset;
  • Produce written information for customers.

Minimum Qualifications

  • Candidate must possess at least a Bachelor's/ College Degree
  • 3-5 years of experience in the IT industry
  • Experience of supporting end-users (desktop support)
  • Experience of monitoring toolsets and alerts generated (e.g. SolarWinds & SCOM)
  • 1st and 2nd line troubleshooting of Windows operating systems
  • 1st and 2nd line troubleshooting of windows core applications, predominantly Skype for Business
  • 1st and 2nd line troubleshooting of networking devices
  • Understanding of VOIP
  • Highly self-motivated
  • Time management, attention to detail, expectation
  • Ability to approach problem-solving in a clear and concise manner
  • Must have excellent verbal and written communication skills in English.
  • Ability to work under pressure and to tight deadlines
  • At least 2 years’ experience working in a Service Desk type environment
  • Basic understanding of IT principles including change management
  • Experience of using a ticket-based IT Service Management toolset
  • Managed Service Provider experience or any experience of supporting retail companies is beneficial

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Sometimes
Office Address
1880 Avenue Building
Industry
Outsourcing / Offshoring
Vacancy
1 opening
Website
https://www.microsourcing.com/

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About MicroSourcing

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. WHY JOIN US? MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family. We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.

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