IT Service Delivery Engineer | Misamis Oriental (Open to Fresh Graduates)
Trends Group, Inc. Makati Full-time
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
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
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
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
Basic knowledge of IT systems and troubleshooting methodologies
o
Familiarity with a broad range of IT hardware and software solutions
o
Excellent verbal and written communication skills
o
Ability to work independently and as part of a team
o
Combination of remote and onsite work, depending on client needs
o
May require travel to client locations
o
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:
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:
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:
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
- Preferably 1-2 years of experience in an onsite technical support role, but fresh graduates are welcome to apply
- Technical Skills:
Basic knowledge of IT systems and troubleshooting methodologies
o
Familiarity with a broad range of IT hardware and software solutions
- Soft Skills:
o
Excellent verbal and written communication skills
o
Ability to work independently and as part of a team
- Should possess a valid driver’s license with motorcycle eligibility
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
Location
Makati, Metro Manila
Department
Talent Acquisition
Employment Type
Probationary
Minimum Experience
Entry-level
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