Technical Engineer

IDEMIA Group; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

IDEMIA Group is seeking a Technical Engineer to analyze, troubleshoot and resolve escalated tickets within SLA. You will reproduce issues, document problems, and coordinate with solution or product teams to implement fixes.

The role includes on-site administration, preventive maintenance, and updating Lab equipment at customer premises. Required degree in electrical/electronics/computer engineering or related field and 3–5 years in technical roles.

Qualifications

• Degree in Electrical / Electronics / Computer Engineering / Computer Science or a relevant discipline.
• 3-5 years of experience in a technical engineering role, desktop support, or systems integrator environments.
• Exposure to Software applications, Desktop applications, Backend applications and hardware appliances.
• Experience in Software Application and Integration is a plus.
• Experience in Kubernetes and DevOps CI/CD pipeline is a plus.
• Strong analytical and problem-solving skills.
• Good understanding of IT infrastructure and architecture,
• Good understanding of Desktop and Software support, security awareness, Windows, GNU/Linux, networking knowledge,
• Knowledge of configuration management tools and languages is a plus (Terraform, Ansible, GIT, etc.)
• Containerization and orchestration knowledge is a plus (Docker, Kubernetes, etc.)

Responsibilities

• Analyses, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and documents customer problems and escalates them to relevant solution or product development teams
• Provides input on product and customer specific functionality, configuration and usage as required
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis autonomously
• Anticipates integration workshop as referent
• Maintain and update Lab equipment and perform software updates in the Lab at the customer premises

Education

Degree in Electrical / Electronics / Computer Engineering / Computer Science or a relevant discipline

Job description

Select how often (in days) to receive an alert:

• Analyses, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
• Reproduces and document customer problems and escalate them to relevant solution or product development teams
• Provides input as required on product and customer specific functionality, configuration and usage
• Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
• Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
• Maintains support documentation up to date
• Carries out on-site administration and preventive maintenance activities
• Ensures procedures are correctly implemented
• Maintains IT infrastructure and backend components, including hardware and software
• Conducts standard and complex analysis in autonomy
• Anticipates to integration workshop as referent
• Maintain and update Lab equipment and perform software update in the Lab at the customer premises.

Purpose

• Degree in Electrical / Electronics / Computer Engineering / Computer Science or a relevant discipline;
• 3-5 years of experience Technical Engineering role, Desktop support role or systems integrator environment
• Exposure in areas across Software application, Desktop applications, Backend Application and Hardware Appliance.
• Experience in Software Application and Integration is a plus.
• Experience in Kubernetes and DevOps CI/CD pipeline is a plus
• Strong analytical and problem-solving skills;
• Good understanding of IT infrastructure and architecture,
• Good understanding of Desktop and Software support,Security awareness,Windows, GNU/Linux, networking knowledge,
• Knowledge of configuration management tools and languages is a plus (Terraform, Ansible, GIT, etc.)
• Containerization and orchestration knowledge is a plus (Docker, Kubernetes, etc.),