IT Service Delivery Engineer | Laguna (Open for Fresh Graduates)
Trends Group Inc.
Date: 1 week ago
City: Bacoor
Contract type: Full time
I. PURPOSE
The Service Delivery Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.
Ii. Duties And Responsibilities
The Service Delivery Engineer will provide remote and onsite technical support for a wide range of IT systems and address various technical concerns of our clients. The ideal candidate will have excellent problem-solving skills and a strong commitment to delivering exceptional customer service.
Ii. Duties And Responsibilities
- Technical Support:
- Provide first-line support for client technical issues via phone, email, or onsite visits
- Troubleshoot and resolve hardware, software, and connectivity issues efficiently
- Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up
- Ensure client service level agreements (SLAs) are met consistently
- Documentation:
- Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures
- Contribute to creating and updating knowledge base articles and user guides
- Customer Service:
- Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction
- Communicate technical information clearly even with non-technical users
- Build and maintain positive relationships with clients and team members
- Minimum Education
- Bachelor’s degree in information technology, ECE, Computer Science, or a related field
- Minimum Experience/Training
- Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply
- Competency
- Technical Skills:
- Basic knowledge of IT systems and troubleshooting methodologies
- Familiarity with a broad range of IT hardware and software solutions
- Soft Skills:
- Strong problem-solving and analytical skills
- Excellent verbal and written communication skills
- Ability to work independently and as part of a team
- Should possess a valid driver’s license with motorcycle eligibility
- Combination of remote and onsite work, depending on client needs
- May require travel to client locations
- Flexible working hours to address urgent technical issues when needed
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