IT Support Engineer | Nueva Vizcaya

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.

Technical Support

II. DUTIES AND RESPONSIBILITIES

• 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
  
  

Iii. Qualifications

• 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 Training 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