IT Service Delivery Engineer (OPEN FOR FRESH GRADUATES)

apartmentTrends Group, Inc. placeCauayan scheduleFull-time calendar_month5/3/25

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

Technical Support:

o Provide first-line support for client technical issues via phone, email, or onsite visits

o Troubleshoot and resolve hardware, software, and connectivity issues efficiently

o Escalate complex issues to Level 2 or Level 3 support as necessary, ensuring proper documentation and follow-up

o Ensure client service level agreements (SLAs) are met consistently

Documentation:

o Maintain accurate and up-to-date records of support requests, resolutions, and technical procedures

o Contribute to creating and updating knowledge base articles and user guides

Customer Service:

o Respond promptly to customer inquiries and issues, ensuring a high level of satisfaction

o Communicate technical information clearly even with non-technical users

o Build and maintain positive relationships with clients and team members

III. QUALIFICATIONS
A. Minimum Education

Bachelor’s degree in Information Technology, ECE, Computer Science, or a related field

B. Minimum Experience/Training

Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply

C. Competency

Technical Skills:

o Basic knowledge of IT systems and troubleshooting methodologies

o Familiarity with a broad range of IT hardware and software solutions

Soft Skills:

o Strong problem-solving and analytical skills

o Excellent verbal and written communication skills

o Ability to work independently and as part of a team

o Should possess a valid driver’s license with motorcycle eligibility

IV. WORKING CONDITIONS

o Combination of remote and onsite work, depending on client needs

o May require travel to client locations

o Flexible working hours to address urgent technical issues when needed

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