L2 Tech Support

15F Belvedere Tower, San Miguel Avenue, Pasig, Metro Manila
Job Description
  • Provide first line help desk support calls for Voice and Wireless/RF clients
    • Customers can email, call or via our ServiceDesk portal
  • Log calls into ServiceDesk portal
  • Provide guidance over email or phone with end customer directly
  • Remote to customer network where applicable
  • Provide diagnosis of initial faults – voice and mobile terminal connectivity
  • Review application and device logs
  • Check services/server resources statistics and logs
  • Escalation to appropriate L3 staff
  • Work with escalating to 3rd party/vendor where needed
  • Provide ongoing feedback and report on improvements to systems on regular occurring issues
  • Work with remote team members with troubleshooting problems
Minimum Qualifications
  • Entry to Mid-level with 2 to 5 years of experience
  • Calm mannerism
  • Experience with Windows and Linux servers operating system
  • Ability to diagnose faults
  • Decipher application and system logs
  • Talk through faults with customers whilst on the phone
  • Experience with Tomcat/Apache troubleshooting
  • Demonstrated ability to work autonomously and as part of team
  • Ability to work remotely as part of follow the sun support team
  • Experience diagnosing and resolving problems in high-throughput web applications and network services.
  • Ability to manage priorities and task scheduling with minimal direction.
  • Strong written and verbal communication skills including the ability to write concisely for documentation

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