IT Service Delivery Engineer | Iloilo (Open to Fresh Graduates)

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.

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

• 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

• 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

• Must be a graduate of bachelor’s degree in Information Technology, ECE, Computer Science, or a related field
• Preferably 1-2 years of experience in an onsite technical support role; fresh graduates are welcome to apply
• Basic knowledge of IT systems and troubleshooting methodologies
• Familiarity with a broad range of IT hardware and software solutions
• 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