Position: Global Service Desk Engineer – Level 1

Location: Clark Global City Pampanga

Suitable for: College graduates, BPO background or those looking to enter IT Industry

Key Tasks:

• Ensure prompt resolution of logged incidents within agreed SLAs.
• Maintain professional communication with customers and meet commitments.
• Analyze hardware issues and recommend solutions.
• Perform basic troubleshooting and component replacement.
• Coordinate with service partners and field engineers.
• Escalate unresolved issues to appropriate channels.
• Update service call information accurately and timely.
• Ensure compliance with company and customer guidelines.
• Perform backup monitoring and troubleshooting.
• Coordinate logistics for required parts.

Required Deliverables:

• Meet SLAs for incident resolution and customer communication.
• Continuously learn new technical skills.
• Operate in a 24/7 support structure.
• Comply with company policies.

Key Accountabilities:

• Perform remote hardware troubleshooting and maintenance.
• Resolve software problems and perform system administration tasks.
• Coordinate disaster recovery efforts.
• Handle incident response and manage service calls.
• Maintain a clean and organized work environment.
• Adhere to ESD and OHS requirements.
• Join our team and be part of a dynamic environment where you can enhance your technical skills and contribute to the success of our company!

Professional Capabilities:

• Experience in some form of UNIX (AIX, HP-UX, Solaris, Red Hat etc) is preferred.
• Willingness to do both hardware and software support
• Understanding of basic computer principles
• Willingness to be assigned on other TRT locations when necessary