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2 to 4 Years
Open to Work From Home
Established in 2017
GAGFA Tower, F. Cabahug Street, Mabolo, Cebu City, Cebu
Posted On: May 20, 2022
Job ID: 401530
A Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. Responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.
Ideally college graduate with a degree in computer science or related course. Fresh graduates are considered for this position.
Full-time home-based work – Monday to Friday from 9 am to 6 pm, weekends off.
Have a personal computer or laptop with sufficient specs for the developer’s needs/use. Some Velox tools will be installed, but most of our tech can be accessed via browser. All code is in a shared space and Github.
Have a minimum internet speed of 10 Mbps (DSL or FIBR).
Have a good and quiet working environment conducive for productive work
Velox will provide VoIP phone/s for internal communications and testing purposes since this is our main tech.
Main Role and Responsibilities:
Second Level Customer Service providing Technical Support and Resolution
Technical Queries - Support customer-facing teams with technical training and documentation
L2 Phone and Email Support
L2 Ticket and SLA Management
Maintenance tasks and routine system checks
Escalation Management to L3 Technical Support and/or Management
Maintenance and Continuous Improvement of Technology
System Configuration – involves understanding of software code and data structures (JSON)
Desktop and VoIP Support
Perform analysis, diagnosis, and resolution of problems for end-users, and recommend and implement corrective solutions, including remote troubleshooting for end-users.
Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, VoIP devices, printing/scanning devices, software, and other products in order to deliver required service level agreements.
Manage and administer desktop tools including but not limited to Office 365, Dropbox, etc.
If necessary, liaise with third-party support and PC equipment vendors.
Excellent communication skills both verbal and written.
Hands-on hardware troubleshooting and equipment support experience.
Networking, IT troubleshooting
Application/System Maintenance activities
Bonus: Knowledgeable in both SSL/TLS and REST APIs
Bonus: Experience and solid understanding of MySQL and the SQL syntax
Bonus: Background in VoIP systems and network support including VoIP Software
Bonus: Experience with NodeJS, Python, and related technologies and frameworks
*FRESH GRADUATES WITH NO SIMILAR EXPERIENCE ARE CONSIDERED FOR THIS POST
Location: Work at the comforts of your home
Schedule: Monday to Friday, 9 am to 6pm
Paid Time Off: 10 days per year
Bonuses: Performance-based increase/bonus, career progression
Medical Leave Benefit
Company Sponsored Outings