National Capital Region Jobs Service Delivery Field Support Engineer (l2) Position at Emerio Philippines, Inc.
- Job vacancies posted on: 7 months ago
Are you looking for job vacancies? Our company, Emerio Philippines, Inc. is merrily inform you that we are hiring!
We need you to fill the position as Service Delivery Field Support Engineer (L2) for our office.
This position requires a full time working hours system which domiciled in National Capital Reg and its surroundings.
As a competitive company, we need these minimum criteria for candidates to be fulfilled. If you are a Not Specified and experienced in the field of Computer/Information Technology & IT-Network/Sys/DB Admin, a person who honesty and discipline, then you are highly awaited in our company.
The starting salary we can offer is in a range from ₱16,000 - ₱38,000, this salary range that we offer is negotiable can change at any time according to our HRD's decision depending on the capability of the candidate can offered for our company.
|Company||Emerio Philippines, Inc.|
|Position||Service Delivery Field Support Engineer (l2)|
|Region||National Capital Region|
|Career Level||Not Specified|
|Type of Work||Full-Time|
|Specialization Required||Computer/Information Technology, IT-Network/Sys/DB Admin|
|Minimum Salary||PHP 16.000|
|Maximum Salary||PHP 38.000|
Want to be a part of our team?
The role is responsible for providing a professional second-line remote and onsite technical support and field engineering service to clients by proactively identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by managing incidents and seeing them through to an effective resolution. Their primary objective is to ensure all requests, process events and resolution incidents result in zero missed SLA conditions. The role is responsible for managing incidents of medium complexity.
Working at NTT
Internal: engage with GDC Service Operations team, receive instructions, and manage escalation incidents to L3 Field Engineer or 3rd party vendors as necessary.
External: proactively act as second-line remote and onsite technical support and provide field engineering services for clients (including the analysis, assignment and escalation thereof).
Value Chain Linkage
- Service Operations
- Service Transition
Skills and attributes
Maintains the support process and checks that all requests for support are dealt with according to agreed procedures. Uses service assurance software and tools to investigate and diagnose problems, collect performance statistics and create reports, working with users, other staff and suppliers as appropriate. Identifies and resolves problems following agreed procedures. Uses service assurance software and tools to collect agreed performance statistics. Carries out agreed maintenance tasks. Ensure usage of knowledge articles in problem diagnosis and resolution.
Service Level Management:
Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information. Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions. Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.
Prioritises and diagnoses incidents according to agreed procedures. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents. Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures. Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution through adoption of knowledge articles and promptly allocates incidents as appropriate. Maintains records and advises relevant persons.
Maintains secure configuration, applying and maintaining tools, techniques and processes to identify, track, log and maintain accurate, complete and current information. Applies tools, techniques and processes to track, log and correct information related to CIs, ensuring protection of assets and components from unauthorised change, diversion and inappropriate use.
Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.
Maintains knowledge of specific specialisms, provides detailed advice regarding their application and executes specialised tasks. The specialism can be any area of information or communication technology, technique, method, product or application area.
Ensure operational infrastructure
They ensure that assigned infrastructure at the client site is configured, installed, tested and operational. In this regard, they will perform necessary checks, apply monitoring tools and respond to alerts. Where software is a component of the solution they will also take responsibility for ensuring that the software is installed and configured according to client requirements.
Identify problems and errors
The L2 Field Engineer identifies problems and errors prior to or when they occur. He or she will log all such incidents in a timely manner with the required level of detail. They liaise with all stakeholders including client IT environments, vendors, carriers and NTT colleagues to expedite diagnosis of errors and problems and to identify a resolution.
Ensure resolution of incidents and requests
They investigate second line support calls assigned to them and identify the root cause of incidents and problems. They ensure the efficient and comprehensive resolution of incidents and requests. This could involve ensuring that repairs are carried out by coordinating product requests and liaising with other team members. They will also report and escalate issues to 3rd party vendors if necessary. They take full ownership for managing the incident to resolution within the service level conditions. Where necessary, they escalate requests and exceptions to the 3nd line support team. They provide continuous feedback to clients and affected parties and update all systems and/or portals as prescribed by NTT procedures.
They ensure incidents are updated with progress and resolution details in a timely manner using the ITSM Mobile Apps.
Next career steps
- Field Engineer (L3)
- Degree or relevant qualification in IT/Computing
Minimum Certifications required
- Check Point Certified Security Administrator (CCSA) or
- Check Point Certified Security Expert
Work experience required
- 3 – 5 years’ work experience
- 3+ years’ experience required in network/ security/ systems and Monitoring Services within a medium to large ICT organisation.
- Working knowledge of management agent, redundancy concepts, remote console architecture, and products within the supported technical domain (i.e. Network, Security etc)
What will make you a good fit for the role?
|Region||National Capital Region|
- Get work experience
- Bonus for overtime
- Be taught first
- Good work environment
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NTT Ltd. is a leading global technology services company. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital and secure.
As a global ICT provider, we employ more than 40,00 people in a diverse and dynamic workplace that spans 57 countries, trading in 73 countries and delivering services in over 200 countries and regions. Together we enable the connected future.
Visit us at hello.global.ntt
- Industry: Consulting (IT, Science, Engineering & Technical)
- Registration No.: CS200608761
- Company Size: 201 - 500 Employees
- Average Processing Time: 6 days
- Benefits & Others: Dental, Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts)