For Pooling: Cybersecurity L2 Technical Support Engineer | Temporary Work from Home | Taguig
Transnational Diversified Group
- Taguig, PhilippinesPenthouse Net Quad, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippinesTELECOMMUTE
- Full timeFULL_TIME
Expired 22 days ago
2024-03-28T02:49:00.722221+00:00Job closed.
Job Description
- Provide Level 2 technical guidance to customers deploying the company's integrated email client solutions.
- Monitor the ticketing queue for incoming customer support requests and prioritize appropriately.
- Follow Triage and Vision Support conventions when coding and responding to respective product tickets.
- Ability to operate independently from direct supervision for long periods.
- Create, administer, and update new licenses for Triage and Vision as necessary.
- Provide Triage and Vision software and documentation to customers appropriately when requested.
- Document enhancement requests for Triage and Vision appropriately, and work with internal teams to prioritize if necessary.
- Manage customer calls for inquiries and/or troubleshooting of the company's products; this includes working with the customer to schedule calls and possibly troubleshooting via screen share, potentially solo..
- Apply known fixes to customer instances of Triage as appropriate.
- Manage Level 2 Triage Support tickets and escalations through resolution and initiate escalations to Triage Level 3 or further as necessary.
- Request and analyze customer Triage logs when appropriate.
- Handle incoming chat and call requests during working hours.
- Create and manage test VMs with Triage and Vision for customer issue recreation and training purposes.
- Other duties as assigned.
Minimum Qualifications
- Excellent verbal and written communications skills
- Basic understanding of Proxies, LDAP/Active Directory, Mail Infrastructure and other enterprise related technologies
- Basic Linux and Windows troubleshooting – understanding basic partitioning, system services, standard logs files, and system commands
- Basic TCP/IP networking skills
- Basic understanding of enterprise email clients
- Familiarity with SMTP, IMAP, HTTP and other Internet protocols
- Familiarity with Virtual Environments preferred
- Strong keyboarding and telephone etiquette required
- Able to manage changing or conflicting priorities, and multiple support cases simultaneously
- Superior attention to detail and accuracy preferred
- Ability to sit and type for an extended amount of time while taking calls and cases through phone and email (wireless headset) preferred
- Strong critical thinking skills; a problem solver who thinks “outside the box” preferred
- Team Player who respects others’ ideas, and is an excellent listener
- Amenable to be hired for a 1-year contract with the possibility of absorption
- Amenable to go on a shifting schedule and work during local holidays and weekends if needed.
Perks and Benefits
Work from Home
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Sometimes
- Office Address
- TDG In.Hub, HMRID Property, Km 12, AFP-RSBS Industrial Park, East Service Road, Western Bicutan, Taguig City
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About Transnational Diversified Group
The Transnational Diversified Group of Companies (TDG) is a globally competitive and progressive business group of highly successful companies engaged in leading industries. Since its establishment in 1976, TDG now has more than 30 member companies that are major players in diverse industries such as:
TOTAL LOGISTICS(Shipping, Transportation, Cargo Forwarding, Warehousing, Vehicle Logistics, Customs Brokerage, 3rd and 4th Party Logistics, Trucking, Distribution, Liner and Tramp Agency Service)
TOTAL SHIP MANAGEMENT(Ship Crewing, Seafarer Training, Maritime Education, Tanker Operations, Medical Services and Financial Services)
AIR & TRAVEL SERVICES(Tours, Travel Agency Services, Airline GSA, Ground-Handling, Cargo Handling, Airport Support & Aviation Services)
INFORMATION & COMMUNICATIONS TECHNOLOGY SERVICES(Contact Centers, Business Process Outsourcing Services, Software Development and E-Business Solutions), as well as Securities Trading, Real Estate Development, Renewable Energy, and other supplemental businesses.
With its world-class excellence and win-win outlook, TDG has become a respected strategic partner of large global corporations with stringent requirements for total quality and cost-effective services in both traditional and new economy businesses. TDG’s distinguished partners and principals include NYK Line (Japan), Asiana Airlines (Korea), American Express (USA), Vroon B.V. (Netherlands), Yusen Logistics (Japan), Crystal Cruises (USA), Malaysia Airlines (Malaysia), Disney Cruise Line (USA), ePerformax Contact Centers (USA), Nippon Container Terminal (Japan) and Uyeno Transtech Ltd. (Japan).
With its world-class excellence and win-win outlook, TDG has become a respected strategic partner of large global corporations with stringent requirements for total quality and cost-effective services in both traditional and new economy businesses. TDG’s distinguished partners and principals include NYK Line (Japan), Asiana Airlines (Korea), American Express (USA), Vroon B.V. (Netherlands), Yusen Logistics (Japan), Crystal Cruises (USA), Malaysia Airlines (Malaysia), Disney Cruise Line (USA), ePerformax Contact Centers (USA), Nippon Container Terminal (Japan) and Uyeno Transtech Ltd. (Japan).
A Partner and Employer of Choice, TDG has grown from one strategic partner and 16 employees in 1976 to more than 30 business partners and over 14,000 employees to date.