IT Support Engineer

ECAM; Iloilo City; Remote; PHP 220,000 - 340,000; Full time

Job summary

ECAM is seeking an IT Support Engineer (Remote Service Technician I) to provide real-time 24/7 support for CCTV systems and related hardware. You will troubleshoot NVRs, IP cameras, VOIP devices, and networks while logging actions and updates in the ticket system.

Fresh graduates with IT/CS/Engineering/Business backgrounds are encouraged to apply. Responsibilities include responding to L1 tickets, coordinating with stakeholders, and providing immediate customer assistance for urgent fixes while

Qualifications

• Fresh graduates with a degree in IT, Computer, Engineering or Business.
• Strong basic knowledge of desktop and network support.
• Ability to understand and communicate in English.

Responsibilities

• Troubleshoot and update CCTV-related devices including NVRs, IP cameras and VOIP devices.
• Respond to L1 tickets within target times and provide ticket progress updates.
• Document contacts and actions in the database per guidelines.
• Provide 24x7 L1 shift support and escalate as needed.

Education

Bachelor's Degree in IT/Computer Engineering or Business

Tools

VNC

TeamViewer

Splashtop

Job description

ECAM is looking for talented individuals like you! Be the next IT Support Engineer (Remote Service Technician I).

Primary responsibility is to provide customers with real-time (24/7) support for issues logged or created by health check systems, monitoring centers, and even customers relating to all CCTV systems installed on the client side.
Assigned as technical support engineer in designated COG Group

Duties & Responsibilities:

• Troubleshoot & update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.

• Responds to L1 tickets within the required target response/resolution time and updates the users regarding their ticket’s progress.

• Involvement in customer and company focus groups.
• Documents and logs all contacts and actions into database per specified guidelines.
• Conducts ongoing health monitoring of Customer systems; reacts in a timely manner to all trouble/failure notifications.

• Responds to tickets within the required target response/resolution time and update the users regarding their ticket’s progress.

• Provide regular ticket updates, communicate with stakeholders, and document all resolutions.
• Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.
• Creates temporary “work-around” for immediate customer issues where appropriate.
• Escalates to Level 2/Field by packaging, with concise description, actions, and traces required for escalation.
• Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved.

• Provides 24x7 shifting at L1 support
• Addition responsibilities as required within the designed solution.

Qualifications:

• Fresh College Graduates of Bachelors Degree in any of the following courses - Information Technology, Computer, Engineering and Business.

• Professional Technology Certifications (Microsoft, ITIL, Comptia, Cisco, etc) are preferred but not required Applicants with 0-2 years of working experience in similar technology role with entry level technical support experience on Service Desk, End User Computing support services or Remote Service function.

• Basic knowledge or experience in desktop and network support
• Basic knowledge in Remote Troubleshooting (VNC\TeamViewer\Splashtop)
• Basic understanding of CCTV with IP Cameras, VMS Systems, network appliances
• Basic knowledge on Ticket Handling and Incident Management
• Can understand and communicate in English

Why join ECAM?

At ECAM, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.