MIS L3 Support

Trends Group; Makati; Ibrido; PHP 391.000 - 580.000; Tempo pieno

Descrizione del lavoro

Trends Group is seeking an IT networking support professional to provide post-sales help for network and security infrastructure. You will troubleshoot, optimize, and maintain systems, with options for remote or onsite assistance and service-desk ticket management to meet SLAs.

The role requires coordinating with internal teams and clients, producing MOPs and reports, and maintaining network docs and designs.

Competenze

• Bachelor’s degree in IT or related field.
• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.

Mansioni

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

Conoscenze

Remote support

Onsite support

Service desk

SLA management

Documentation

Formazione

Bachelor’s degree in IT

Strumenti

Descrizione del lavoro

DUTIES AND RESPONSIBILITIES

• Deliver post-sales support for network and security infrastructure, including troubleshooting, optimization, and system maintenance.
• Provide technical assistance (remote or onsite), manage service desk tickets, and ensure timely resolution aligned with SLAs.
• Coordinate with internal teams and clients, participate in meetings (e.g., CAB), and present documentation such as MOPs and reports.
• Prepare and maintain network documentation, designs, and system configurations.
• Support incident management, service requests, escalation handling, and root cause analysis (RCA).
• Monitor system performance, ensure availability and capacity, and support continuity and risk management initiatives.
• Follow operational processes, policies, and escalation procedures while contributing to service improvements and knowledge sharing.
• Participate in trainings, obtain certifications, and mentor team members toward SME-level expertise.
• Be available for 24/7 support under shifting schedules and hybrid work arrangements.

QUALIFICATIONS

Education:

• Bachelor’s degree in IT or related field.

Experience:

• 1–2 years of experience in networking or IT support.
• Knowledge of networking and cybersecurity principles.