Associate Support Engineer (English)

Job Summary 

As an Associate Support Engineer, you will categorize and identify events, incidents, changes, and problems, ensuring that customer environments are maintained and service outages are minimized. This role reports to the Manager of Delivery Management.
 

• Incident management of multiple customer environments simultaneously. 
  
• Responding to all incidents within the Service Level Agreement. 
  
• Identifying patterns and initiating problem management to address root causes. 
  
• Demonstrating a sense of urgency in responding to critical incidents. 
  
• Determining software or hardware failures and processing replacements of defective gear.
  
• Completing standard MAC (Move, Add, Change) procedures for all managed customers, following documented processes. 
  
• Escalating any potential problems and client support issues to vendors as per SLA contracts. 
  
• Analyzing customer environments and preparing Quarterly Business Review reports, providing recommendations for continuous improvements. 
  

Requirements

• Experience with Windows Server 2012/R2 and above, VMware. 
  
• Proven experience working in a Network Operations Center or similar environment. 
  
• Hands-on experience with monitoring applications/software and service ticketing tools. 
  
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously. 
  
• Strong communication and interpersonal skills. 
  
• Availability to work various shifts covering a 24/7 environment, which include weekends and holiday coverage. 
  
• Experience and ability to analyze and troubleshoot complex problems. 
  
• Experience/familiarity with ServiceNow is an asset. 
  
• Bilingual (English/French) is an asset. 
  
• Cisco CCNA, MCSE & cloud certifications (preferred).
  
• Must be amenable to work from 7:30 PM to 4:30 AM Manila Time
  

Benefits