Service Technician I

Jobtailor

Iloilo City

On-site

PHP 180,000 - 300,000

Full time

6 days ago

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Job summary

Jobtailor in Iloilo City, Philippines, is hiring a fresh graduate for a 24/7 Technical Support Engineer role focused on CCTV systems. You will troubleshoot NVRs, IP cameras, VOIP devices, and network gear, respond to L1 tickets, and log activities in the database while ensuring timely updates to customers.

You will join the designated COG Group, provide health monitoring of client systems, escalate to Level 2 when needed, and stay aligned with service desk guidelines.

Qualifications

Fresh College Graduates with a Bachelor’s degree in IT, Computer, Engineering or Business.
0-2 years in a similar technology role (Service Desk, End User Computing or Remote Service).
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Responsibilities

Provide real-time 24/7 support for CCTV systems installed on the client side.
Serve as technical support engineer in the designated COG Group.
Troubleshoot and update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
Respond to L1 tickets within required target response/resolution times and update users on ticket progress.
Participate in customer and company focus groups.
Document and log all contacts and actions in the database according to specified guidelines.
Conduct ongoing health monitoring of customer systems and react promptly to trouble/failure notifications.
Provide regular ticket updates, communicate with stakeholders, and document resolutions.
Provide immediate customer assistance for emergency and urgent fixes.
Create temporary workarounds for immediate customer issues where appropriate.
Escalate issues to Level 2/Field with concise descriptions, actions, and required traces.
Follow customer issues through completion to ensure resolution and customer satisfaction.
Provide 24x7 shifting at L1 support.
Perform additional responsibilities as required within the designed solution.

Skills

CCTV Systems Support

NVR Troubleshooting

Remote Troubleshooting

Ticket Handling

Customer Communication

End User Computing Support

Service Desk Experience

Education

Bachelor's Degree in IT/CS/Engineering/Business

Tools

VNC

TeamViewer

Splashtop

VOIP Devices

Routers

Job description

Provide customers with real-time (24/7) support for issues relating to CCTV systems installed on the client side.
Serve as technical support engineer in the designated COG Group.
Troubleshoot and update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
Respond to L1 tickets within required target response/resolution times and update users on ticket progress.
Participate in customer and company focus groups.
Document and log all contacts and actions in the database according to specified guidelines.
Conduct ongoing health monitoring of customer systems and react promptly to trouble/failure notifications.
Provide regular ticket updates, communicate with stakeholders, and document resolutions.
Provide immediate customer assistance for emergency and urgent fixes.
Create temporary workarounds for immediate customer issues where appropriate.
Escalate issues to Level 2/Field with concise descriptions, actions, and required traces.
Follow customer issues through completion to ensure resolution and customer satisfaction.
Provide 24x7 shifting at L1 support.
Perform additional responsibilities as required within the designed solution.

Requirements

Fresh College Graduates of Bachelors Degree in any of the following courses - Information Technology, Computer, Engineering and Business.
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
Professional Technology Certifications (Microsoft, ITIL, Comptia, Cisco, etc) are preferred but not required

Core Competencies

Demonstrates proficiency in providing technical support for CCTV systems, including troubleshooting NVR computers, IP cameras, and network devices. Capable of managing ticket handling and incident management while ensuring customer satisfaction through effective communication and documentation.

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