Remote Service Technician I

ECAM; Pasig; Remote; PHP 420,000 - 600,000; Full time

Benefits offered by this job

HMO Day 1 for you and dependents

Salary increases on performance

Additional leave credits

Job summary

ECAM is hiring a Remote Service Technician I to provide real-time support for CCTV systems across customer sites. You will handle L1 tickets, monitor health checks, and coordinate with Level 2/Field when escalation is required.

Ideal candidates are fresh graduates or individuals with 0–2 years of experience in service desk or remote support, capable of communicating effectively in English and comfortable working 24/7 shifts in a remote environment.

Qualifications

• Fresh graduates welcome and encouraged to apply.
• 0–2 years of related service desk or remote support experience.
• Basic desktop and network troubleshoot skills required.
• Familiarity with CCTV IP cameras and VMS is a plus.
• Strong communication skills and English proficiency.
• Willingness to work 24/7 shift patterns as needed.

Responsibilities

• Troubleshoot and update NVRs, IP cameras, VOIP devices, networks, and routers.
• Respond to L1 tickets within target response/resolution times.
• Document contacts and actions into the database per guidelines.
• Monitor customer systems and react promptly to issues.
• Provide regular ticket updates to users and stakeholders.
• Escalate issues to Level 2/Field with proper documentation.

Skills

English communication

Remote troubleshooting

Ticket handling

Customer service

Basic networking

NVR/IP camera knowledge

Health check monitoring

Education

Bachelor's degree in IT/CS/Engineering

Tools

ITIL

Microsoft certifications

CompTIA

Cisco

Job description

Job Description:

ECAM is looking for talented individuals like you! Be the next Remote Service Technician I.

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

Job Highlights:

• Day 1 HMO for you and two (2) of your dependents.
• Annual and Performance Based Salary Increase
• Additional Leave Credits

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.