Work Location: G/F ACC Bldg., (beside Yellowfin Restaurant ) Quimpo Boulevard, Ecoland Davao City.
Job Description
The Employee's main duties are:
You will be responsible for providing support services, proactive maintenance activities and actively participating in implementation and onboarding projects. The Senior Engineer is capable of troubleshooting and resolving the most difficult and complicated issues. This position works closely with the Service Desk Manager to resolve incidents and the Project Manager to complete assigned project tasks. Investigation and use of a knowledge base may be required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met. Communicate effectively and professionally with team members at all levels across Fourier Technologies and their customers.
- Work between the hours of 3pm to 11pm Sydney time – Saturday to Wednesday
- Provide support to Fourier’s customers over the telephone and escalate to onshore resources if required.
- Communicate effectively and professionally with team members across Fourier Technologies and Fourier’s customers.
- Work on assigned tickets as given to you
- Responsible for accurate, timely logging of all support calls in ConnectWise with a minimum of 32.5 billable hours per week
- Monitor all customer environments and proactively fix when possible
- Monitor backups to ensure that they are running correctly, troubleshoot and resolve issues
- Evaluate existing systems and/or user needs to analyze, design, recommend, and implement system changes
- Configure and support internal and/or external networks
- Maintain the data center environment to ensure downtime is minimized and where possible proactively resolve issues that may cause customer impact.
- Develop and maintains all systems, applications, security, and network configurations
- Troubleshoot network performance issues
- Recommend, schedule, communicate and perform upgrades, patches, new applications and equipment within change processes
- Architect plans for new and existing system upgrades and installations
- Assist with implementing projects and supervises/guides more junior team members in the implementation process
- Prepare documentation for new and existing systems and updates it in IT Glue
- Create technical bulletins and FAQ’s to serve as a job aid and expand the knowledge base for handling support issues.
- Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved.
- Utilise excellent customer service skills and exceed customers’ expectations
- Recommended procedure modifications or improvements and document in IT Glue
- Preserve and grow your knowledge of Service Desk procedures, products, and services
- Other duties as directed
Technical Experience required:
- Passion for excellent customer service
- Strong accountability
- Excellent verbal and written communication skills
- Personal desire to achieve high-quality outcomes
- Professional, positive attitude and well presented
- High Level of attention to detail
- Punctual
- The ability to work autonomously and within a team environment
- The desire to learn more and improve your skills
- Current driver's license
- Strong experience using Microsoft Windows Server 2008/R2/2012/R2
- 5+ Years' relevant server experience
- Virtual Server experience (Hyper-V, VMware)
- Remote Access/ Virtual Private Network experience
- Microsoft Server Apps (AD, Exchange)
- Microsoft Office365
- Desktop Operating Systems (Windows, Linux)
- Mobile Devices
If interested, email your updated resume to careers@nextbposolutions.com.
Visit us at G/F ACC Bldg., (beside Yellowfin Restaurant ) Quimpo Boulevard, Ecoland Davao City.
Walk-in from Mondays-Fridays | 9:00AM-5:00PM
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