Technical Support Engineers

Pinoy Partners Outsourcing Center Inc.
501-1000 employees
Citibank Tower, Paseo de Roxas, Makati, Metro Manila
What we are looking for:
We are looking for Technical Support Engineers to provide enterprise level software support for our customers.
 Job Description:
  • The position combines software knowledge and customer service expertise necessary to solve the issues that the customers are facing with our software products.
  • This is not Help Desk or Level 1 support. You will investigate or own the investigation of the problems in order to provide solutions and clarifying information.
Key Responsibilities:
  • Provide support services to customers via phone, email and remote sessions, etc.
  • Investigate the incidents and provide documentation, information, workarounds and software patches to solve the support request.
  • Perform detailed analysis and technical investigation of any data available (especially software logs) in order to find a resolution.
  • Recreate customer environment in a lab for troubleshooting the problem.
  • Manage customer expectations of response time and issue resolution.
  • Escalate those incidents which do not have a known course of action or need development involvement for problem fixing.
  • Initiate and own follow-up actions to prevent incidents from recurring.
  • Promote discussion of user issues to ensure team awareness, identify areas of potential concern, and recommend courses of actions to rectify these.
  • Update and create new Knowledgebase articles.
  • Attend regular training in order to maintain awareness of all the company products.
  • Test and review new product developments to ensure supportability.
  • Ensure that all quality procedures and guidelines are adhered to and suitably maintained.
Key Requirements:
  • Experience in installing, configuring and managing Windows Servers.
  • Good networking knowledge: TCP/IP, Routing, DNS, DHCP, Active Directory, LAN, WAN.
  • Experience in configuring server applications such as Exchange, SQL, File Server, SharePoint, IIS.
  • Exposure to VMware and other virtualization technologies (Hyper-V, Citrix, etc.).
  • Experience in working with Backups and Storage is a plus
  • Linux skills are a big plus.
  • Good problem solving skills and attention to details.
  • Organized, analytical and methodical.
  • Highly reliable; can-do attitude; team player.
  • Excellent oral and written skills in English.

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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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