Enterprise Support Engineer — Incident Resolution

Diebold Nixdorf Philippines

Philippines

On-site

PHP 280,000 - 360,000

Full time

11 days ago

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Job summary

Diebold Nixdorf Philippines is seeking a Maintenance and Support Engineer to provide technical support across DN software applications and deliver enterprise-level assistance to customers. You will analyze, diagnose, troubleshoot incidents, and drive incident resolution to meet SLAs, while coordinating with customers and internal teams to ensure successful completion and satisfaction.

The role requires a Diploma or equivalent work experience and 2-4 years of relevant experience, with excellent

Qualifications

Diploma or equivalent work experience required.
Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Maintenance and Support Engineering.
Good business English skills (Written and spoken).

Responsibilities

Handles or assists with most support requests; ensuring requests are accounted for in established service level agreements (SLAs) and are addressed, analyzed and resolved in a timely and accurate manner.
Facilitating joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.
Incident ownership, monitoring, tracking and communication.
May provide technical advice and support for less experienced team members.
Facilitates requests escalated from M&S team customers and other support teams.
Joins bridge calls with customer in order to request additional information and / or inform about tickets status and progress.
Responsible for clear communication with other involved teams with other internal and external support and development teams (including product development / engineering).