Tier 2 Technical Support Engineer

staff4meGeneral Santos City (Dadiangas), SOCCSKSARGEN, Philippines

On-site Full-time

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Experience Level

Experience

Qualifications

Qualifications:Bachelor's degree or equivalent experience in networking.3+ years of experience in technical support and/or customer service. Strong commitment to punctuality and professionalism. Ability to perform duties in an efficient and courteous manner.

About the job

Job Description

As a Tier 2 Technical Support Engineer at staff4me, you will play a pivotal role in addressing service tickets and providing comprehensive network support both locally and remotely, ensuring adherence to our service level agreements. Your day-to-day responsibilities include troubleshooting and resolving a variety of technical issues related to hardware, software, applications, networks, and user access. Collaboration with network services, software systems engineering, and applications development teams will be essential in restoring services and identifying core issues.

We are looking for candidates who possess a solid understanding of networking fundamentals, including experience in wireless networks, VLAN environments, and general routing, switching, and firewall configurations across diverse platforms. The ideal candidate will demonstrate strong logical, rational, and analytical thinking abilities, with a commitment to self-improvement and teamwork.

Key Responsibilities

Collaborate with staff, property management teams, ISPs, and vendors to ensure clear communication and execution of change orders with minimal disruption.
Conduct in-depth network monitoring and troubleshoot network, hardware, and ISP-related issues effectively.
Adhere to both general and property-specific service level agreements (SLAs).
Manage escalations from Tier 1 and outsourced support teams.
Analyze and escalate global/system-wide issues to Tier 3 agents for further resolution.
Utilize advanced networking knowledge to educate clients and propose effective solutions.
Facilitate ongoing training for Tier 1 support agents.
Investigate support ticket trends to diagnose root causes and implement appropriate actions.
Coordinate with various departments to ensure client issues are resolved efficiently.
Provide insights to Tier 3 agents and support managers to refine best practices and SOPs for enhanced efficiency and employee satisfaction.
Maintain meticulous documentation of issues and aggregate data from various sources to identify potential problems.

About staff4me

staff4me is dedicated to providing exceptional technical support services, focusing on customer satisfaction and operational excellence. Join our team to work in a dynamic environment where your contributions make a difference.

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