Technical Support Engineer  

Provide high quality, real-time assistance to the operations team when faced with problems related to networking, operating systems, servers and desktop, which could have an impact on the productivity.

Incident and Request Ticket Management – able to attend to issues and requests filed in the ticketing system within SLA. Ensures that Sev 1 incident management protocol is being observed.

Document Management – These are, but not limited to, the following: Software and Hardware inventories, Trackers, Log Records, Project/Account Documentations, New Solutions to encountered issues, etc

Customer, Vendor and L3 Teams Management and Coordination – Ensure customer satisfaction and avoid escalation from them by proper coordination and by setting right expectation. Coordinate with the vendors promptly when needed. Escalate with the resolving L3 teams proactively to resolve an Infra related issue and/or attend a request that needs their intervention.

Compliance to Security and IT SOP – Ensure compliance to InfoSec standards. Be Proactive in working with IT Governance Team for audits and regular IT security requirements. Ensure the Team’s compliance on, but not limited to, the following: AV, WSUS, Software License Management, Backup Process, etc.

Shift and Task Management - Ensure that handover reports and tickets are properly updated.

Essential Qualifications: BS Degree or Equivalent (Computer Science; IT; Computer Technology; Computer Engineering; and the like) with good knowledge in Windows platform for Desktop Management

Experience: At least 2-3 years of experience in troubleshooting issues related to Desktop Management. Good in using IT Service Management tools (ServiceNow, AD, SEPM, WSUS, Backup Exec, DLO, etc)

Work Schedule: Ability to work flexible schedule during day, night and weekend shifts

• Must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent
• With above average oral and written communication skills
• Team player
• Highly analytical and strong stress tolerance
• Must be willing to work on night shift, rotating schedules, weekends, and holidays