Customer Support Engineer
Datacom, Philippines
Job Description
Our purpose
Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.
The Nitty Gritty
We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to the hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.
What you'll do
- Assisting customers with the activation and setup of their product and services
- Validation of the customer’s entitlement for support (e.g. a client’s customer, account is current, level of support service entitlement)
- Logging all customer incidents upon receipt into the approved case management system;
- Providing support to customers by:
- Providing a timely and clear indication of the nature of the incident,
- Communicating what steps will be taken to attempt to resolve the incident,
- Setting the customer’s expectation on what the estimated time to resolve the issue is,
- Providing any potential short-term alternatives or workarounds to the customer,
- Making reasonable efforts to ensure the customers understand the information they have been provided;
- Resolving customer incidents wherever possible; and
- Escalating customer incidents to Tier 2, where not able to be resolved by Tier 1
Requirements
What you'll bring
- 4-year technical degree or equivalent work experience
- 1-3 years’ experience in technical support or MIS in an Enterprise environment
- Ability to properly use all Microsoft tools including MSSolve, Knowledge Base, Order Entry, Internet and Intranet Resources
- Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications
- Competencies before handling first interaction/call (verified by Vendor after New Hire Training)
- Ability to search and understand KB articles to troubleshoot customer issues
- Working knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 onwards)
- Minimum working knowledge of Microsoft Windows NT Server and Windows 2008 Server R2
Benefits
We have a Hybrid work Arrangement, We also provide Exciting perks such as Spotter Bonus, HMO with 4 Free Dependent, Leave credits, Performance bonuses, and a work-life balance environment