Remote Service Technician I

ECAM Technologies Corporation; Pasig; Remote; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual salary increase

Additional leave credits

Job summary

ECAM Technologies Corporation in the Philippines is hiring a Remote Service Technician I to provide 24/7 real-time support for CCTV systems and health-check monitoring. You will log and resolve L1 tickets, assist in group processes, and document actions for audits.

Ideal candidates are fresh graduates with basic desktop and network knowledge, familiar with remote tools, and able to communicate in English. Certifications are a plus; Day 1 HMO and performance-based salary increases are offered.

Qualifications

• Fresh graduates in Information Technology, Computer, Engineering or Business fields.
• Certifications in Microsoft, ITIL, Comptia, Cisco are preferred but not required.
• Basic knowledge or experience in desktop and network support.
• Familiarity with remote support tools (VNC, TeamViewer, Splashtop) helpful.
• English communication skills are required.

Responsibilities

• Troubleshoot and update NVRs, IP cameras, VOIP devices, networks and routers.
• Respond to L1 tickets within target times and update users on progress.
• Log all contacts and actions into the database per guidelines.
• Monitor health of customer systems and respond promptly to alerts.
• Escalate issues to Level 2/Field with necessary details.
• Provide 24x7 shifting at L1 support as needed.
• Create temporary workarounds and ensure issue resolution and customer satisfaction.

Skills

Desktop support

Network support

Remote troubleshooting

CCTV/IP cameras

Ticket handling

English communication

Education

Bachelor’s degree in IT/CS/Engineering/Business

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.