Work Setup: Hybrid(1x onsite, 4x remote)
Work Location: Makati and Taguig Office
Work Hours: Australian Shift
Key Responsibilities
- Resolve customer incidents, problems and change requests to required service level targets
- Apply technical knowledge to effectively analyse and resolve problems
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Liaise with customers to perform incident analysis and problem resolution management, to required service targets, defining and recommending solutions where no precedent solution is available
- Demonstrate strong communication skills ensuring that verbal and written responses when dealing with customers and other team members are relevant, clear, complete and logical
- Accurately and consistently perform general administration and management of job logging functions
- Assess and evaluate risk and understand the implications of new technologies
- Perform scheduled maintenance and upgrades
- Liaise with peers and customers to determine appropriate technology solutions
- Produce, manage and adhere to documentation e.g. naming standards, site schematics, change control documents
- Manage time in a manner to ensure all tasks are completed within specified time frames
- Operate within ITIL service management processes including incident, problem and change management
Requirements
Experience
- Minimum 68 years experience in an IT environment
- Proven experience in a senior network support role
- Demonstrated experience in dealing with customers at all organisational levels
- Relevant Industry Experience and/or Certifications in Cisco Routing and Switching VLAN/VPN
- Cisco Wireless & NAC
- Network Management Tools
- ITIL Service Management Tools
