Maintenance and Support Engineer

Diebold Inc.; Philippines; On-site; PHP 360,000 - 600,000; Full time

Job summary

Diebold Nixdorf in the Philippines seeks a Maintenance and Support Engineer to provide technical support across DN software applications, analyze and resolve incidents, and ensure SLA compliance while guiding customers to a successful closure.

The role collaborates with development and M&S teams, communicates clearly, and mentors less experienced staff, delivering enterprise-level assistance and driving customer satisfaction.

Qualifications

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

Responsibilities

• Handles or assists with most support requests; SLAs addressed 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.
• Incident ownership, monitoring, tracking and communication.
• May provide technical advice and support for less experienced team members.
• Joins bridge calls with customer to request information and inform about tickets status.
• Clear communication with other involved teams (including product development/engineering).

Skills

Technical support

Business English

Education

Diploma or equivalent work experience

Job description

Provides technical support across DN software applications. Delivers enterprise level assistance to customers by analyzing, researching, diagnosing, troubleshooting incidents and identifying solutions to resolve functional / system issues. Works closely with customers throughout the process to gather necessary details, drive incident resolution to meet SLAs and follow-up to ensure successful completion and customer satisfaction.

Responsibilities

• Handles or assists with most support requests; additional responsibilities include: 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).

Qualifications

Required 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).

About Us

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.