Technology Engineer | BA-CC

Trends Group, Inc.; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Job summary

Trends Group, Inc. in Cebu City is seeking a qualified support engineer to provide exceptional customer service and technical assistance for hardware and software issues.

You will assist in design and implementation, train customers, and coordinate with multiple internal groups to meet SLA targets while maintaining professional communication.

Applicants should have a degree in electronics, CS or IT, foundational networking knowledge, and familiarity with call center applications; CCNA is a plus.

Qualifications

• Graduate degree in a related engineering or IT field.
• Fundamental networking knowledge required.
• Programming basics (Java, C++, Linux) a plus.
• CCNA certification a plus.
• 1 year or more experience in Call Center Applications preferred.

Responsibilities

• Resolve customer issues based on SLA.
• Provide design- and product-implementation guidance.
• Train customers on product applications.
• Maintain professional customer interaction.
• Coordinate with internal groups to meet project requirements.

Skills

Networking basics

Programming basics (Java, C++, Linux)

Avaya/telephony knowledge

MS Word

MS Excel

MS PowerPoint

MS Outlook / Email

Visio

English language

Education

BS Electronics Engineering

BS Computer Science

BS Information Technology

Tools

Avaya Aura Experience Portal

Call Management System

Networking equipment

Job description

I. PURPOSE

• Responsible for providing exceptional customer service and technical support for customers by trouble shooting hardware and software issues.

• Evaluating customer concerns and resolving problems to 100% customer satisfaction

• Responsible for providing technical expertise within a team focused on the implementation and support of products and services of a project.

• Updates job knowledge by participating in educational opportunities such as training for both local and abroad.

• Coordinates with the other groups to ensure tasks to fulfill is aligned.

• Provides detailed activity report and root caused analysis for the customer

II. DUTIES AND RESPONSIBILITIES

CUSTOMER:

• Provide resolution of the problem based on the given SLA

• Provide implementation based on the required design architecture

• Train customer for the product application as required

• Maintains a professional approach in dealing with customers

• Discuss project requirements and expectations

OWN GROUP:

• Update team for the activity during client visit which includes the root cause of the problem, resolution, and recommendation.

• Contributes to team effort by accomplishing results as needed

OTHER GROUP WITHIN Trends:

Sales Group

• Update Account Manager for the activity during client visit which include the root cause of the problem, resolution, and recommendation.

• Update Account Manager of the required next steps to fulfill activities for the client

Service Desk

• Update Service Desk for the activity during client visit which include the root cause of the problem, resolution, and recommendation

CORPORATE:

Comply with Trends Rules and Regulations as prescribed in the Employees Handbook specially on the following:

• Attendance

• Punctuality

• Dress Code

• Destruction of company property

Respect to co-workers, management, and Technology Group Heads.

Perform all other duties and tasks as assigned by the senior Engineer, Lead, Manager or Head.

III. QUALIFICATIONS

A. Minimum Education

Graduate of any of the following:

• BS Electronics Engineering

• BS Computer Science

• BS Information Technology

B. Minimum Experience/Training

• At least have the fundamental knowledge on networking.

• Basic knowledge in programming (Java, C++, Linux) is a plus.

• CCNA certification is a plus.

• At least 1 year of relevant experience in Call Center Applications (Avaya Aura Experience Portal, Call Management System) is a plus

C. Competency

• Knowledgeable in telephony system such as Avaya & others.

• Fundamental knowledge in networking.

• Computer literate and proficient in:

• MS Word

• MS Excel

• MS Power Point Presentation

• Any Email software

• Visio

• Competent in English language (written and oral)

IV. WORKING CONDITIONS

• Reports to TRENDS Makati office.

• Reports directly to client site where he/ she is currently assign (on need basis)

• Monday to Friday 8:30 am to 6:00 pm

• On-call duty (rotational)

• Shifting Schedule