Helpdesk Support Engineer (Database and Infrastructure)

DUTIES & RESPONSIBILITIES

Support:

• Provide direct first and second level support such as: answering Service, Incident and RFIs, App navigation,onsite and remote assistance,Initial troubleshooting which is answerable by KB, password resets and ticket routing and escalation to level,3 and principal to the clients,customers and employees pertaining to all products and services of ITG.
• Attend all requests coming via telephone, email, web or any other means.
• Assist end-users (clients, customer or employees alike) to diagnose and resolve incidents as well as dealing with application maintenance and request for change.
• Problem determination and resolution at level 1.
• Receive, log and update incident reports and service requests.
• Provide the first level of support to end-users from contracted customers.
• Fulfillment of Service Requests based on the SOW.
• Configuration change control liaison.
• Taking ownership of customer issues reported and seeing problems through to resolution.
• Taking ownership of the project during project implementation and seeing through to project completion.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues that may occur during deployment or maintenance of the IT solutions following standard procedures for proper implementation or escalation of unresolved issues to the appropriate internal teams

Client Management:

• Ensure customer satisfaction
• Responses to client request, inquiries
• Responsible for the monitoring of the application if necessary or requested
• Responsible for providing Incident Report
• Responsible for creation of worklogs and tasks logs on monitor day to day productivity

Partner Management:

• Coordinates with principal partners and Technical Managers for L2 & L3 technical support and management of incidents.
• Ability to interpret schematics in order to determine the best solution to incidents and request for change.

Administrative Duties:

• Maintains cleanliness, orderliness and safety within the working environment
• Abides by the company’s policies and administrative procedures
• Daily report via worklogs and tasks logs
• Creation of MOP, RCA and other technical documents
• Completion of Training Request Form and Learning Effectiveness Form before and after trainings
• Participation and completion of ISO related documents such as QO, CAR

Other Support Duties:

• Participate and/or assist in company functions and programs.
• Contribute to the improvement of the company's objectives.
• Attends weekly SOC Meeting and other meetings when necessary
• Implement and install solutions at customer's infrastructure platforms.
• Work onsite and offsite to troubleshoot, diagnose and log customer-reported issues on the different implementation layers.
• Ask customers targeted questions to quickly understand the root of the problem
• Talk clients through a series of actions, either via phone, email or chat until they've solved a technical issue
• Act positively and respond promptly to the customer’s requests/tickets.
• Track issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, network engineers)
• Refer to internal or principal database or external resources to provide accurate tech solutions
• Prepare, review and ensure the accuracy of technical documentation.
• Conduct Preventive / Corrective Maintenance visits.
• Prepare accurate and timely reports
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Perform any other job-related duties related to work.
• Provides daily and weekly update on issues and other tasks may be assigned by the team leader or HSOC
• Attends Trainings and other activity that may be assigned by the Team Leader or HSOC

REQUIREMENTS

• Bachelor's Degree in Information Technology, Computer Engineering/Science, Computer application, or any related field.
• 2 - 3 Years experience in handling Database Administrations (EDB, MongoDB,Redis or other related products)
• At least 2 years experience in a similar field.
• Willing to travel and work extra hours when needed.
• Willing to work on shifting schedules when needed to support 24 x 7 Customers.
• Amenable to work in Quezon City