Technical Support Engineer (level 3)

Staff4Me; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

A technology services company in the Philippines seeks a highly skilled Technical Support Engineer to provide advanced technical support. The role involves troubleshooting complex issues, collaborating with teams and vendors, and ensuring customer satisfaction. Ideal candidates should have at least 2 years of experience in technical support, strong problem-solving skills, and relevant certifications.

Qualifications

• At least 2 years of experience in technical support or a similar role.
• Strong technical knowledge and experience in troubleshooting complex issues.
• Excellent problem-solving and analytical skills.
• Experience working on a help desk or customer support environment.
• Ability to effectively communicate technical information to non-technical users.

Responsibilities

• Provide real-time assistance to T2s, PNOCs and handle escalated calls.
• Work on escalations, troubleshoot, and resolve outstanding issues.
• Test circuit with ISPs to ensure proper bandwidth.
• Assist in configuring devices for new circuits.
• Provide analysis and correlation of data to identify faults.

Skills

Technical support

Troubleshooting

Customer service

Analytical skills

Education

Bachelor's degree in Computer Science or related field

Tools

Remote support tools

Ticketing systems

Job description

Staff4Me is currently seeking a highly skilled and experienced Technical Support Engineer (level 3) to join our team. As a Technical Support Engineer, you will provide advanced technical support and troubleshooting for our clients’ complex issues. You will collaborate with cross-functional teams and use your expertise to deliver effective solutions and ensure customer satisfaction.

Responsibilities

• Provide real-time assistance to T2s, PNOCs and handle escalated calls.
• Work on Escalations, contact properties, troubleshoot, and resolve outstanding issues.
• Work on Circuit Cutover
• Work with ISP to test their circuit and make sure that the entire IP block works and that the property is receiving correct/proper bandwidth.
• Work with vendors to get their devices configured for the new circuit, i.e. time clocks, Marriott routers.
• Work with our technician to run a cable from the new circuit to the core switch.
• PMS, Portal page implementation and troubleshooting including access code creation.
• Work with Tech Dispatches related to:
• PMS troubleshooting
• Wi-Fi survey
• Troubleshooting related to 3rd party vendors (GRE, phones, conference, BO and other services like chip n pin, pay@table etc). This includes cable run issues and firewall install/troubleshooting due to issues affecting 3rd party services.
• Work on SSID requests, conference issues and other special requests.
• Provide necessary analysis, aggregation and correlation of data, application logs, syslogs to isolate and identify faults in the production infrastructure (both wired and wireless).
• Work closely with Engineering, logistics, equipment and third-party vendors as new equipment and technologies are integrated with the production network.

Requirements

• At least 2 years of experience in technical support or a similar role.
• Strong technical knowledge and experience in troubleshooting complex issues.
• Excellent problem-solving and analytical skills.
• Experience working on a help desk or customer support environment.
• Ability to effectively communicate technical information to non-technical users.
• Strong customer service and interpersonal skills.
• Experience with remote support tools and ticketing systems.
• Knowledge of network protocols, operating systems, and software applications.
• Relevant certifications such as CCNA, MCP, or MCSE are preferred.
• Bachelor’s degree in Computer Science or a related field is desired.