Cloud/Engineering - Support & Services Delivery Engineer

Pinoy Partners Outsourcing Center Inc.
501-1000 employees
18th Floor, CitiBank Centre, 8741 Paseo De Roxas, Makati, Metro Manila
Job Description:
Associates in this role function as information technology (IT) professionals serving as technical subject matter experts and participate in or oversee a variety of analytical and technical assignments. Providing problem diagnosis and solutions documentation, implementation, administration, support, and maintenance of a variety of hardware, software, and network products in an infrastructure as a service (IaaS) environment. The role is broadly split between providing day to day operational and technical support for existing Client’s Cloud infrastructure services and customers of those services, and project based work leading to the development and deployment of new infrastructure services, training for peers, and technical enablement of internal teams.
Minimum requirements:
  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , Professional License (Passed Board/Bar/Professional License Exam), Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent.
  • At least 3 year(s) of working experience in the related field is required for this position.
  • Preferably Supervisor / 5 Yrs & Up Experienced Employees specializing in IT/Computer - Network/System/Database Admin or equivalent.
  • Full-Time position(s) available.
Key Responsibilities:
  • Primary role as a Cloud Service Desk Support Engineer – Providing support services for Client’s Cloud Services and Product offerings to Client’s Partners.
  • Secondary role: Implementation, support, monitoring and maintenance of Client’s Data Center and other site infrastructure and services. Including, but not limited to: Server, and storage hardware, LAN, and WAN services, telephony/VoIP services
  • Alert and Notify Partners, and internal users of system events, outages, performance degradation events, Develop operational, configuration, and upgrade documentation and KB articles for internal and external use
  • Provide subject matter expertise, advice and consultancy for assigned technology and infrastructure systems and services.
  • Implementation, support, monitoring and maintenance of infrastructure software platforms. Including but not limited to: server/client Operating systems, messaging and database services, reporting and monitoring platforms, Terminal Services, VPN, Web Proxies, Virtualization platforms, and other software based services
  • Serve as a liaison between other technical staff, management, users, partners, and vendors regarding service requests, usage, standards, security, and other technical matters
  • Ability to support a variety of technologies, business departments and systems
  • Works independently to resolve problems and pro-actively communicate solutions
Required Qualifications:
  • VMware VCP certified in VMware ESX/ESXi 4.x, 5.x, 6.x virtualization platforms.
  • Extensive experience with core VMware technologies such as, DRS, HA, Storage vMotion, NSX, etc.
  • Knowledge of technical analysis, implementation, configuration, and Storage infrastructure (NetApp, Nutanix, HP 3Par).
  • Knowledge of technical analysis, implementation, configuration, and upgrading of virtualized server infrastructure based on VMware vSphere/ESX/ESXi and VMware vCenter.
  • Knowledge of technical analysis, implementation, configuration, and upgrading of network infrastructure consisting of  Cisco network LAN, WAN equipment and Cisco Wireless Infrastructure.
  • Knowledge of network environments and concepts such as TCP/IP, DHCP, DFS, DNS, iSCSI, SAN, Active Directory, VLANs, IPSEC, Firewall Rules.
  • Experienced with NetAPP SAN technologies and able to provision and present storage to ESX hosts and Windows/Linux servers
  • Project Management experience managing task oriented projects tied to customer opportunities and customer’s scheduling requirements
Preferred Skills/Experience:
  • Cisco, Comptia+, Microsoft, Nutanix, VMware, or any other industry professional certifications.
  • Familiarity with ticketing platforms: Zendesk, JIRA
  • Knowledge of Microsoft Server technology and infrastructure platforms including Windows server operating systems, 2008, 2008 R2, 2012, 2012 R2, Windows RDS, and MS Hyper-V virtualization platforms.
  • Professional / Soft Skills:
    • Fluent in verbal and written English
    • Excellent verbal, interpersonal and written communication skills
    • Strong analytical, problem-solving and decision making capabilities
    • Strong customer service orientation

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Pinoy Partners Outsourcing Center Inc.

PEAK Outsourcing evolved from a concept that set out to better the experience and client expectations when outsourcing to the third-largest English-speaking country in the world, the Philippines. We were once a client, so we know what it is like and we understand the fears of having a working and financial relationship with someone overseas. We took all the headaches and uncertainties we experienced, along with surveying other clients whom we outsourced, and devised a program to fix those issues that were always recurring. We knew the concept of outsourcing could be a huge benefit for a client, and that there had to be a better way of doing so, so we set out to make these changes.
PEAK Outsourcing, like much other business process outsourcing (BPOs) companies and call centers in the Philippines, offers well-educated, English- and other-language speaking, customer service-oriented employees. What differentiates PEAK Outsourcing from all the others is that it is owned and operated by Americans with highly qualified Filipino managers and staff who have a grasp on western business culture and customer expectations. We raised the bar for the outsourcing industry. Our managers successfully completed our management training, teaching our employees best practices, cultural differences, and the ability to know how to truly better service our clients worldwide. Additionally, all of our agents have passed strenuous tests to prove written and verbal language(s) ability, comprehension, and various skill set needed for each particular task. We took the time to develop this in order to meet our overall object of truly making outsourcing better for both company and client.

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