Service Delivery Engineer L1

Trends Group, Inc.; Makati; On-site; PHP 360,000 - 540,000; Full time

Job summary

Trends Group, Inc. is seeking an on-site Network Technician to support client environments in Makati. You will handle low-risk network changes, monitor health, perform L1-L3 troubleshooting, and coordinate with vendors to minimize downtime.

The role requires a Bachelor’s degree in IT and adherence to client change-management processes. You’ll maintain accurate diagrams, inventories, and incident reports as part of daily operations.

Qualifications

• Bachelor’s degree in any IT-related course.

Responsibilities

• Fulfill approved service requests involving low‑risk network changes per procedures.
• Implement changes based on approved MOP and client processes.
• Perform Level 1 incident troubleshooting and escalate complex issues to Level 2 or Level 3 as required.
• Conduct daily network monitoring and health checks, coordinate with clients and third‑party vendors to resolve incidents.
• Maintain accurate and up‑to‑date documentation and reporting, including diagrams, inventories, and incident reports.

Education

Bachelor’s degree in IT-related field

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; escalte 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

• Bachelor’s degree in any IT‑related course

WORKING CONDITIONS

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