Technical Support Engineer - START ASAP

Job Summary: The Technical Support Engineer addresses high-level (L2) technical inquiries, which include Hardware/Software and other designated Client Products. You will be responsible for providing assistance to External Users of the client's technical product or services by answering related questions and providing resolution options involved in their use, while also ensuring that services delivered to all consumers are aligned with contractual performance indicators and service level agreements.

• Provide technical assistance to external users of client products and services by investigating, researching, and offering solutions to their questions and issues.
• Interact professionally and courteously with customers, demonstrating empathy and building rapport during engagements.
• Troubleshoot routine technical issues related to hardware, software, networking, and other client-designated products.
• Solve unstructured problems using conceptual thinking and escalate unresolved technical issues as needed, ensuring performance standards are met.
• Follow up with customers and relevant parties via calls and emails to ensure resolution and satisfaction.
• Clarify customer requirements, probe for deeper understanding, and maintain accurate account notes and documentation.
• Contribute to business improvements and customer satisfaction initiatives.

• Bachelor’s degree in Information Technology, Engineering, or a related technical discipline.
• Minimum of 1 year of relevant experience in a similar role within the CX, Tech Services, or related industry.
• Proficient in hardware, software, networking, network troubleshooting, and data storage/repair.
• Ability to clearly articulate technical concepts and express thoughts effectively.
• Industry certifications (e.g., CCNA, Linux) are an advantage but not mandatory.
• Networking: CCNA concepts, Wireshark, OSI layers, protocols (Tunnel, Transport, PPTP/MPLS, IPSEC).
• Infrastructure: Firewalls, VLANs (Spanning Tree Protocol, DHCP), WLAN standards, and troubleshooting wireless signal issues.
• Storage and Systems: NAS (RAID levels), VPN types, and Linux OS.
• Strong verbal and written communication skills.
• Excellent interpersonal skills and relationship-building with clients and customers.
• Ability to multitask, adapt quickly to changes, and pay attention to detail.
• Demonstrates patience in all customer interactions.
• Willingness to work on shifting schedules and provide voice-based support.

• Training will be conducted on-site. After 6 months, based on performance, the role may transition to a hybrid set-up (50% on-site and 50% remote).

Work Location: Concentrix Spark Place (Cubao)