Technology Support Engineer

Accenture in the Philippines; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Accenture in the Philippines is seeking a Technology Support Engineer to resolve incidents and problems across multiple system components, ensuring oper­ational stability. You will create and implement RFCs and maintain knowledge base articles while collaborating with vendors and internal service management teams to quickly analyze and resolve issues.

The role emphasizes SME-level independence, active participation in team discussions, and contributing solutions to work-related problems, with a

Qualifications

• Minimum 2 years of experience in Salesforce Helpdesk and Product Support.
• Demonstrated SME capability in resolving incidents and problems.
• Experience in creating and executing RFCs and updating troubleshooting knowledge.
• Ability to collaborate with vendors and internal service teams.
• Strong communication and documentation skills.

Responsibilities

• Resolve incidents and problems across multiple system components.
• Create and implement RFCs to support change with minimal disruption.
• Update and maintain knowledge base articles for troubleshooting.
• Collaborate with external vendors and internal service management teams.
• Analyze issues and contribute to effective resolutions.
• Share best practices and lessons learned to grow team knowledge.

Skills

Salesforce Helpdesk

Product Support

Incident management

Change management

Knowledge base

Vendor collaboration

Communication skills

Tools

Salesforce Helpdesk

Job description

Summary

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

As a Technology Support Engineer, you will spend your day addressing and resolving incidents and problems that affect various business system components to maintain smooth operational performance. You will be involved in creating and executing change requests and updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams will be a key part of your daily activities to analyze and resolve issues efficiently.

Roles & Responsibilities

• Expected to perform independently and become an SME.
• Required active participation/contribution in team discussions.
• Contribute in providing solutions to work related problems.
• Assist in maintaining and improving support processes to enhance service delivery.
• Document and share best practices and lessons learned to foster team knowledge growth.
• Engage proactively with stakeholders to understand and address their support needs.

Professional & Technical Skills

• Required Skill: Expert proficiency in Salesforce Helpdesk and Product Support.
• Strong knowledge of incident and problem management processes within IT service operations.
• Experience in creating and managing Requests for Change to ensure minimal disruption.
• Ability to update and maintain knowledge base articles to support troubleshooting efforts.
• Excellent communication skills to collaborate effectively with vendors and internal teams.
• Familiarity with tools and techniques for issue analysis and resolution in complex environments.

Additional Information

• The candidate should have minimum 2 years of experience in Salesforce Helpdesk and Product Support.
• This position is based at our Manila office. Minimum 2 year(s) of experience is required