Service Delivery Engineer L1

Trends Group; Makati; On-site; PHP 350,000 - 550,000; Part time

Job summary

Trends Group is seeking a Network Technician to be on-site at client locations in Metro Manila. You will fulfill approved service requests, perform basic network changes, and verify security policy updates per procedures.

Responsibilities include Level 1–3 incident troubleshooting, daily network monitoring, and documentation upkeep to ensure accurate as‑built diagrams and records. On-site work is required based on schedules and service needs.

Qualifications

• Bachelor's degree in any IT‑related field.

Responsibilities

• Fulfill approved service requests involving low‑risk and recurring network changes according to established procedures.
• Implement network and system changes based on approved MOPs and Change Management processes.
• Perform Level 1 incident troubleshooting and restoration across Layer 1–3, escalating complex issues as needed.
• Conduct daily network monitoring and health checks using client tools, and coordinate with clients/vendors for timely incident resolution.
• Maintain accurate and up‑to‑date documentation, including as‑built network diagrams, device inventory, rack locations, and incident reports.

Education

Bachelor’s degree in any IT‑related course

Job description

DUTIES AND RESPONSIBILITIES

• Fulfill approved service requests involving low‑risk and recurring network changes such as access port configuration, IP and port assignments, security policy updates (allow/deny rules), and basic network device setup in accordance with established procedures.
• Implement network and system changes based on approved Methods of Procedure (MOP) while strictly adhering to client Change Management processes, service delivery standards, and best practices.
• Perform Level 1 incident troubleshooting and restoration across Layer 1 to Layer 3, including physical checks, basic switching and routing configurations, IOS updates, and security policy verification; escalate unresolved or complex issues to Level 2 or Level 3 support as required.
• Conduct daily network monitoring and health checks using client‑provided tools, perform break‑fix support for managed devices, and coordinate with clients and third‑party vendors to ensure timely incident resolution and minimal downtime.
• Maintain accurate and up‑to‑date documentation and reporting, including as‑built network diagrams, device inventory and rack locations, activity logs, incident reports, and other required operational documentation.

QUALIFICATIONS

Education

• Bachelor’s degree in any IT‑related course

WORKING CONDITIONS

• Assigned on‑site at client locations based on operational schedules and service requirements