Service Technician II

Jobtailor; Iloilo City; On-site; PHP 335,000 - 670,000; Full time

Job summary

Jobtailor in Iloilo City, Philippines, is seeking a proactive Technical Support Specialist to maintain CCTV systems, troubleshoot NVRs and IP cameras, and ensure service reliability. You will work as a key escalation point for the COG Group and provide 24/7 L1 support across client environments.

Responsibilities include real-time problem solving, documenting resolutions, creating training materials, and communicating outages or maintenance to stakeholders.

Qualifications

• Bachelor's degree in IT, Computer Engineering, or a related field.
• ITIL, Microsoft, Cisco, or CompTIA certifications are preferred but not required.
• 3–4 years in a similar technology role with service desk or remote support experience.
• Experience with CCTV systems, IP cameras, VMS, and network appliances.

Responsibilities

• Act as point of contact for shift team and ensure processes are followed.
• Provide real-time 24/7 technical support for CCTV systems.
• Lead for technical concerns in the designated COG Group.
• Troubleshoot and update NVR, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Create technical documents and training materials.
• Monitor customer systems and respond to trouble notifications.
• Respond to tickets within required target response/resolution times and update users.
• Provide ticket updates, communicate with stakeholders, and document resolutions.
• Provide immediate customer assistance for emergency and urgent fixes.
• Create temporary workarounds for immediate customer issues as 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.
• Participate in company focus groups and technology projects.
• Communicate outages, maintenance schedules, and service disruptions.
• Perform planned and unplanned technical maintenance work.
• Serve as escalation point for COG Engineers.
• Perform additional responsibilities as required within the designed solution.

Skills

Good Communication

Analytical Skills

Problem-Solving

Presentation Skills

Education

Bachelor's degree in IT / Computer Engineering or related field

Tools

Zabbix

Prometheus

VNC

TeamViewer

Splashtop

Job description

• Act as a point of contact for the shift team, providing direction and feedback during shifts and ensuring processes are followed.
• Provide real-time (24/7) technical support for CCTV systems installed on the client side.
• Serve as the lead for technical concerns in the designated COG Group.
• Troubleshoot and update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Assist in creating technical documents and training materials.
• Conduct ongoing health monitoring of customer systems and respond to trouble/failure notifications.
• Respond to tickets within required target response/resolution times and update users on ticket progress.
• Provide 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.
• Participate in company focus groups and technology projects.
• Communicate outages, maintenance schedules, and service disruptions.
• Perform planned and unplanned technical maintenance work.
• Serve as escalation point for COG Engineers.
• Perform additional responsibilities as required within the designed solution.

Requirements

• 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.

Core Competencies

Demonstrates expertise in providing technical support for CCTV systems, including troubleshooting NVR computers, IP cameras, and VoIP devices. Proficient in incident management and ticket handling, ensuring timely resolution and customer satisfaction.

Highest-signal resume keywords

• CCTV Systems Support
• NVR Troubleshooting
• Incident Management
• Technical Documentation CreationRemote Troubleshooting

ATS Optimization Keywords

Hard Skills

• CCTV
• IP Cameras
• NVR
• VoIP
• Network Troubleshooting
• Desktop Support
• Monitoring Systems
• Ticket Handling
• Incident Management
• Technical Support

Soft Skills

• Good Communication
• Presentation Skills
• Analytical Skills
• Problem-Solving

Certifications & Qualifications

• Microsoft Certification
• ITIL Certification
• CompTIA Certification
• Cisco Certification

Industry Keywords

• Technical Support
• Service Desk
• End User Computing
• Remote Service
• IP Telephony

Tools & Technologies

• Zabbix
• Prometheus
• VNC
• TeamViewer
• Splashtop