Service Delivery Engineer Level 1

Trends Group, Inc.; Makati; On-site; PHP 240,000 - 360,000; Full time

Job summary

Trends Group, Inc. seeks a Service Delivery Engineer to provide Level 1 operational support for network infrastructure and security technologies across client environments.

The role focuses on maintaining service availability, initial diagnosis, and incident response, with escalation to Level 2/3 teams as needed. Responsibilities include daily health checks, documentation upkeep, and support during maintenance windows.

Qualifications

• Bachelor's degree in Information Technology, ECE, Computer Science, or related field.
• Fresh graduate to 1 year of relevant experience in Network Operations or IT Infrastructure Support.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication.
• Valid driver's license with motorcycle eligibility.

Responsibilities

• Provide Level 1 operational support for network and security platforms.
• Perform daily health checks and operational monitoring.
• Maintain accurate documentation and service records.
• Escalate to Level 2/3 support when advanced intervention is required.
• Assist in incident response and service requests.

Skills

IT troubleshooting

Problem solving

Communication skills

Teamwork

Driver's license

Education

Bachelor's degree in Information Technology / ECE / CS

Job description

I. PURPOSE

The Service Delivery Engineer provides Level 1 operational support, monitoring, administration, basic troubleshooting, maintenance support, and service request fulfillment for network infrastructure and security technologies deployed within client environments. The role focuses on maintaining service availability, performing initial diagnosis and incident response, fulfilling authorized requests, supporting SLA compliance, and escalating incidents or service requests that require advanced intervention to the appropriate TG Level 2 / Level 3 support teams.

II. DUTIES AND RESPONSIBILITIES

General Responsibilities

• Comply with company and client policies, procedures, standards, security requirements, operational procedures, and change management requirements.

• Build and maintain positive working relationships with assigned clients, vendors, internal teams, and stakeholders.

• Perform daily health checks and operational monitoring of assigned network and security platforms using client approved monitoring tools.

• Conduct routine inspections of network infrastructure, security platforms, system alerts, and operational events; report abnormalities and service-impacting findings.

• Maintain accurate documentation such as inventories, IP assignments, asset records, diagrams, knowledge base articles, standard operating procedures, incident records, and turnover documentation.

• Prepare and submit service reports, incident updates, activity reports, and operational reports as required.

• Assist during approved preventive maintenance, implementation of support, maintenance windows, service requests, and change activities within agreed service levels.

• Participate in technical meetings, service reviews, knowledge sharing, continuous improvement, lessons learned, and preventive action activities.

• Perform all other duties, special projects, and tasks as may be assigned or directed by Management from time to time.

Client Support Scope A. Service Request Management

• Fulfill approved network- and security-related service requests within agreed SLA and authorized scope.

• Perform basic configuration, validation, policy, user, role, permission, object, asset group, dashboard, report, backup, restoration, onboarding, and offboarding tasks under approved procedures and documented work instructions.

• Execute Move, Add, Change, and Delete requests within an authorized scope.

• Coordinate with desktop, systems, network, security, telecommunications, vendors, principals, and other support teams as required.

• Assist in equipment installation, replacement, migration, security agent deployment, platform configuration, and operational verification activities under MA agreement.

• Escalate requests requiring advanced engineering expertise to the appropriate TG Level 2 / Level 3 support team.

All service requests shall follow approved change management and client procedures.

SUPPORTED TECHNOLOGIES AND SOLUTIONS

Network Solutions - Level 1 Scope

• Routing and switching: access switches, distribution switches, VLAN verification, port configuration validation, link status verification, and basic routing validation.

• Wireless infrastructure: access points, wireless controllers for monitoring, connectivity validation, and guest wireless support.

• WAN connectivity: internet links, MPLS services, SD-WAN edge devices, and Metro Ethernet connectivity.

• Network monitoring platforms: SolarWinds, PRTG, Cisco DNA Center, Aruba Central, and vendor monitoring platforms.

• Voice and collaboration: IP phones, voice service network connectivity, and voice gateway connectivity verification.

• Network security Level 1: firewall status verification, VPN connectivity validation, security device health monitoring, and log collection/escalation.

Security Solutions - Level 1 / Operational Scope

• Endpoint and device security: EDR/XDR, endpoint protection platforms, and mobile device management.

• Network security: firewall technologies, IDS/IPS, VPN, and network access control.

• Security monitoring: SIEM platforms, log analysis, and security event monitoring.

• Identity and access security: Active Directory, Single SignOn, Multi-Factor Authentication, and Privileged Access Management.

• Cloud security: Microsoft Azure Security, Microsoft Defender Suite, Microsoft Sentinel, and Cloud Security Posture Management.

• Security administration: policy management, permissions, security objects, agent deployment, whitelisting/blacklisting, reporting, and dashboard configuration.

Advanced security policy changes, firewall rule modifications, VPN configuration changes, routing protocol changes, network design changes, security architecture changes, and other advanced engineering activities shall be handled by the appropriate TG Level 2 / Level 3 Support Teams.

III. QUALIFICATIONS

1. Minimum Education

• Bachelor's degree in Information Technology, ECE, Computer Science, or a related field

1. Minimum Experience/Training - Entry Level

• Fresh Graduate to 1 year of relevant experience is Network Operations or IT Infrastructure Support

1. Competency

Technical Skills:

• Basic knowledge of IT systems and troubleshooting methodologies

• Familiarity with a broad range of IT hardware and software solutions

Soft Skills:

• Strong problem-solving and analytical skills

• Excellent verbal and written communication skills

• Ability to work independently and as part of a team

• Should possess a valid driver's license with motorcycle eligibility

V. WORKING CONDITIONS

• Onsite deployment based on client requirements.

• May be assigned to shifting/ rotating schedules.

• Participation in on-call support arrangements.

• Supports maintenance windows and planned activities outside regular business hours when required.

• Available for emergency incident response activities.

• May be reassigned or rotated across client accounts, locations, or projects, either temporarily or permanently, depending on business requirements, operational demands, resource availability, skill alignment, and service delivery needs.

• Participate in required training and obtain relevant certifications aligned with the role.