The Technology Support Engineer (TSE) provides Level 2 technical support, project implementation, and post-implementation services for customers under warranty and maintenance agreements. The role focuses on troubleshooting infrastructure technologies, ensuring optimal system performance, and maintaining strong customer relationships through effective technical assistance and communication.
Job Responsibilities
- Provide technical assistance to customers, troubleshooting issues and ensuring optimal system performance
- Implement and support Servers, Storage, Virtual Machines, Backup Software, and Network solutions
- Perform project implementation and support for systems under warranty and maintenance agreements
- Deliver Level 2 support for infrastructure-related issues
- Respond to customer inquiries, incidents, and fault calls within agreed service levels
- Diagnose, analyze, and resolve technical issues raised by customers
- Provide step-by-step technical guidance to customers to assist in issue resolution
- Escalate complex technical issues to partners or vendors and coordinate until resolution
- Conduct root cause analysis and recommend corrective and preventive actions
- Maintain and strengthen good customer relationships through professional communication and reliable support
- Document issues, solutions, and processes in knowledge bases and support systems
- Assist with system upgrades, patching, and preventive maintenance activities
- Ensure all activities follow company standards, best practices, and service delivery guidelines
Requirements:
- College graduate with a degree in Information Technology, Computer Science, Engineering, or a related field
- At least 13 years of experience in technical support, systems engineering, or infrastructure support (preferred)
- Strong analytical and troubleshooting skills
- Good verbal and written communication skills
Technical Skills
- Experience with enterprise servers (preferred: Cisco UCS)
- Hands-on experience with storage solutions (preferred: NetApp)
- Working knowledge of VMware environments
- Experience with backup and recovery solutions such as:
- NetBackup
- Backup Exec
- Veeam
Work Location: Cebu
Hybrid work arrangement
