Remote Service Technician II

ECAM; Pasig; Remote; PHP 520,000 - 760,000; Full time

Benefits offered by this job

Day 1 HMO for you and two dependents

Annual and Performance Based Salary In

Additional Leave Credits

Job summary

ECAM is seeking a Remote Service Technician II to support customers around the clock. This role acts as the shift POC, guiding team members and ensuring procedural compliance.

You will troubleshoot CCTV, IP cameras, VOIP devices, and network gear, produce technical docs, and maintain health monitoring of client systems. Ideal candidates have CCTV, VMS, and remote support experience, plus strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in IT, Computer, Engineering or Business.
• Professional tech certifications (Microsoft, ITIL, Comptia, Cisco, etc) are preferred but not required.
• 3–4 years of experience in similar tech role, with remote service support preferred.
• Experience with CCTV IP cameras, VMS systems and network appliances.
• Knowledge of monitoring systems (e.g., Zabbix, Prometheus).
• Experience in desktop support and remote troubleshooting tools.

Responsibilities

• Act as POC for the shift team and provide direction and feedback.
• Troubleshoot and update NVRs, IP cameras, VOIP devices, networks and security equipment.
• Create technical documents and training materials.
• Monitor customer systems and respond to issues 24/7.
• Respond to tickets with timely updates and resolutions.
• Escalate issues to Level 2/Field with concise details for escalation.
• Ensure completion of issues and customer satisfaction.
• Provide 24x7 L1 support and participate in technology projects.

Skills

Communication skills

Analytical thinking

Problem solving

CCTV knowledge

IP Telephony/VoIP

Education

Bachelor's degree

Tools

VNC

TeamViewer

Splashtop

Job description

Job Description:

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

Primary responsibility is to act as a point of contact for the shift team, providing direction and feedback to members duringshifts and ensuring processes are followed. In addition, an Technical Support Engineer II will provide customers with realtime (24/7) support for issues logged or created by health check systems, monitoring centers, and even customers relatingto all CCTV systems installed on the client side.
Assigned as the lead for technical concerns in their 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:

• Act as a POC for the shift team and Provide direction and feedback to members during shifts and ensure
  processes are followed.
• Troubleshoot & update NVR computers, IP cameras, VOIP devices, networks, routers, and related security
  equipment.
• Assist in creating technical documents, and training materials.
• 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
• Involvement in company focus groups.
• Addition responsibilities as required within the designed solution.
• Communicate outages, maintenance schedules or any disruptions to services.
• Perform planned and unplanned technical maintenance works
• Escalation point of COG Engineers
• Participate on Technology Projects

Qualifications:

• 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 3-4 years of working experience in similar technology role preferably with intermediate technical
  support experience on Service Desk, End User Computing support services or Remote Service function.
• Experience in CCTV with IP Cameras, VMS Systems, network appliances
• Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
• Knowledge/Experience in desktop support
• Knowledge in Remote Troubleshooting (VNC\TeamViewer\Splashtop)
• IP Telephony or VoIP routing experience is a plus.
• Ticket Handling and Incident Management
• Good Communication and Presentation skills.
• Demonstrated analytical and problem-solving experience.

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.