Technology Support Engineer

Accenture PLC; Taguig; On-site; PHP 480,000 - 720,000; Full time

Job summary

Accenture Philippines, Manila office, is seeking a Technology Support Engineer to address incidents and problems across business system components and ensure operational stability.

You will create RFCs, update knowledge bases, and collaborate with vendors and internal teams to analyze and resolve issues efficiently. The role requires strong Salesforce Helpdesk expertise and customer-focused communication.

Qualifications

• Minimum 2 years in Salesforce Helpdesk and Product Support.
• Experience in IT service operations, incident resolution, and problem analysis.
• Strong written and verbal communication, with documentation skills.

Responsibilities

• Resolve incidents and problems to maintain operational stability.
• Create and implement RFCs and update knowledge base articles.
• Collaborate with vendors and internal service management teams.
• Contribute in maintaining and improving support processes.
• Share best practices and lessons learned to grow team knowledge.

Skills

Salesforce Helpdesk

Incident Management

Problem Management

RFC / Change

Knowledge Base

Vendor Collaboration

Job description

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. Summary: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.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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