IT Technical Support Engineer - Ormoc

• The Technical Support Engineer primary responsibility is to provide IT-related technical support services to all LBC branches, hubs, and offices through phone, email, remote troubleshooting, and onsite by following the ITIL-based process. This includes providing regular updates to customers, coordination with different IT teams, escalating problems to management, and regular performance reporting on how all tickets were handled through close collaboration with different IT departments.

Duties and responsibilities:

• Ensures compliance on IT SLA.
• Manages all escalated events in collaboration with Servicedesk and immediate head.
• Provides 2nd level technical support on tickets escalated by Service Desk and resolve within the defined service level agreements.
• Provides regular user feedback within the defined service level agreements in a professional manner and by maintaining confidentiality.
• Sets up PCs, peripherals, web camera, data equipment, productivity tools, and business applications for all LBC offices (i.e. existing, relocated, new) and ensures deployment in different locations in collaboration with concerned IT departments.
• Helps in testing and user acceptance of Telco, LAN, CCTV and other projects with contractors and suppliers.

Job Specifications:

• Bachelor’s degree in Computer Science, Information Technology, Engineering or equivalent.
• Has at least 1 year working experience in providing IT Technical Support.
• Preferably has working experience in retail and distribution systems for Cargo, Courier and/or remittance industry, financial services, and supply chain management.
• Experience in large multinational organizational and ISO processes is a plus.

Working Conditions:

• Onsite
• Travelling is a must
• Ormoc, Leyte