Total 6 communications engineer job vacancies in Customer Service category in Makati City

We are looking for a qualified IT Application Support Engineer role to join our growing team. You will be responsible for assisting the team in providing key business application support to all levels of the business across the business in Australia and the Philippines. You will help the business solve its application and system issues. You should have a deep understanding of how the systems work and perform troubleshooting systems, responding to assistance requests and handling technical issues.

As an IT Applications Support Engineer, you will be responsible for:

• Manage CRM applications such as PipeDrive and Actionstep, focusing on user creation, policies, and configurations 
• Coordinate with various teams to complete projects, resolve issues, and develop solutions 
• M365 Administration  
• Handle user issues and requests using ServiceDesk and Jira 
• Document processes and solutions in Confluence 
• Support various applications used by the company, such as GOTO, Sophos, LastPass, and Typeform 
• Manage Azure services to an extent, including SharePoint, Exchange, Teams, and AzureAD 
• Troubleshoot issues related to email and document templates in Actionstep and PipeDrive 
• Create calculated merge fields for automation in Actionstep using PHP 
• Resolve automatic matter creation issues using Postman and TablePlus 
• Create, manage, and optimize automations using Zapier 
• Perform various tasks using PowerShell 

Qualifications

To succeed in this role, you must have experience in:

• At least 2-3 years of experience in managing and optimising Pipedrive CRM and Actionstep, focusing on efficient workflows and data integrity 
• Proficient in PHP, PowerShell, Python, and HTML for automation, integration, and custom development 
• Experienced in Microsoft Azure, managing resources, implementing security, and optimizing performance 
• Skilled in using Zapier and Make for automating workflows and streamlining processes 
• Proficient with Typeform and Gravity Forms for form design, data collection, and CRM integration 
• Proven successful experience in a first or second level IT support role providing service to a diverse range of technology users 
• Understanding of ITIL processes, focusing on incident management and service delivery 
• Experience in incident management processes, service restoration and problem resolution processes 
• Understanding of SDLC principles 
• Experience supporting business critical and customer facing Apps in the context of large corporate ICT applications and systems 
• Strong communication skills for providing effective technical assistance, both over the phone and in person. 
• Ability to create and deliver technical training that enables end users to be self-sufficient and delivering for our customers 
• Experience in working autonomously with a personal drive to meet deadlines 

WORKING LOCATION AND REQUIREMENTS

This role works in a HYBRID SETUP requiring on-site attendance once a month and in order to be considered for this opportunity you must be able to demonstrate your home working environment is as follows:

• conducive home office (free from noise and distraction)
• main internet: wired internet of at least 100mbps
• reliable back up internet: at least 20mbps speed

About ITRS

Recognised as a Great Place to Work, ITRS is an Enterprise SaaS provider with industry-leading solutions. Our prestigious customer base includes 90% of the world's top investment banks. We are backed by leading private equity investors and are growing.

Our headquarters are in Shoreditch - London's tech hub – with offices in other UK and global locations from the Netherlands to Manila, NYC and Florida. We pride ourselves on a diverse, friendly, dynamic culture - with a focus on internal promotion and developing our people.

Scope of Role

You will join a team focused on innovation and client satisfaction within a dynamic organization, being the interface between Product Engineering and Client Services. You will report to the Engineering Support Team Lead, who is based in Manila.

As a Support Engineer, you will:

Be the primary contact between the Engineering organization, ITRS Client Services, and other departments looking for development assistance.

Analyze Help Desk tickets assigned to the Engineering team:

1. This may require reviewing the ITRS Product codebase or consulting with developers in the relevant Engineering group(s). The Support Engineer should aim for self-sufficiency to minimize the impact on Engineering teams.

Handle special debug builds requested by Client Services.

Verify and fix software defects:

1. Reproduce customer issues in-house to verify defects.
2. Fix defects when possible, to reduce the workload on teams focusing on strategic development tasks.

Verify enhancement requests:

1. Collaborate with Product Owners and several team members to determine the work required for new features.
2. Engage with the appropriate engineering teams to define and verify requirements.

Support Engineering teamwork queues:

1. Ensure environments, proofs, and documentation are ready for the Engineering teams to act on.
2. Support the improvement and automation of system tools.

Conduct ad-hoc investigations on behalf of the Engineering teams:

1. Assist the Engineering teams with time-intensive issues.

A bachelor's degree in computer science, Information Technology, or a related field

At least 3 years of experience in Software Development, DevOps or Software Support

Intermediate to advanced proficiency in:

1. Python
2. Bash

Hands-on experience with:

1. Containerization platforms (e.g., Docker)
2. Orchestration platforms (e.g., Kubernetes)

Proficiency in the following programming languages:

1. Java
2. C/C++

Familiarity with:

1. Cloud platforms (AWS, Azure, GCP)
2. CI/CD tools (e.g., Jenkins)

Experience in a Level 3 support role (advantageous)

Experience with solutions and the ability to solve complex problems

A team player

Eagerness to independently learn new skills

Proficiency in English, able to convey technical information, create detailed documentation, and manage client interactions.

Willing to work in a hybrid setup, reporting onsite at least once a week to our Makati office

13th Month Bonus

Health Insurance for you and your dependents

Supplemental Medical Claim

Employee Assistance Program

Retirement Plan

Flexible Hybrid Working

Enhanced Parental Leave

Life Assurance

Subsidies and Allowances

Referral Bonus

Buy and Sell Holiday

Training Reimbursement

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.

We have an exciting opportunity for an experienced, innovative, energetic, passionate, and client centric technologist to join our workplace support team in our new Philippines Global Delivery Centre in Philippines, to support the business with everyday IT. 

The Pasig City office is the location for our Global Delivery Centre in Philippines and is a fast-paced environment hosting several company senior stakeholders and client facing delivery teams.  The role of the Workplace Support Technician is to maintain End User Support and Workplace Technology services to the highest standards to help drive client delivery, business support, and customer satisfaction across the region.

Please note: This role requires a high level of self-confidence, ability to communicate at all levels, with a requirement for a high degree of integrity, trust, and credibility to succeed personally and with the team in mind.

The Workplace Support Technician is responsible for providing first class Tier 1 and Tier 2 support to our colleagues across the Pasig City office. 

Workplace IT technicians will provide Desktop Support on-site and through remote support tools either directly or through escalations via the Global Service Desk. 

Our Global Service Desk a 24/5 service located in Manila and administers both incident management and service request fulfilment.

In addition, the Workplace Support Technician must work collaboratively with the Regional and Global Technology Service teams ensure all incidents and service requests are fulfilled in-line with our incident, change and problem management processes.  The Workplace Support Technician will be expected to assist with local project and infrastructure activities essential for continuous improvement. 

Furthermore, you will be expected to engage with other activities ranging from IT Compliance, Security and Facilities management to ensure the offices are always in line with our regulatory, quality assurance and BCP obligations.

You will need to possess a high level of customer service experience, always prioritising client delivery over other activities, ensuring that our customers are able to deliver to clients using production tools and services.  You will require a high level of energy, robust sense of humour and positive attitude to get things done.

Tasks (what does the role do on a day-to-day basis)

• Provide technical support and guidance to on-site customers and remote support for other users across the region when required.
• Complete Incidents and Service Requests escalated by Global Service Desk
• Liaise closely with other members of the Global Service Desk team to ensure knowledge and expertise is shared effectively.
• Monitoring and management of tickets assigned to the Region or local Workplace.
• Assist in planning, testing, and deploying Workplace Technology upgrades including local hardware and applications.
• Maintaining the Asset Management database for all Laptops, Smartphones, Tablets, and Printers
• Providing security and compliance reports that are required for specific control objectives across the region.
• Collaborate with Group Technology Infrastructure, Application and Workplace Technology teams to ensure consistency and best practice to support all customers across the region
• Ensure hardware and software remains in-line with Global Standards across the region including build, vulnerabilities, and patches
• Prioritising resolution of P1/P2 incidents and service requests through the ITSM platform (ManageEngine)
• Tier 1 & Tier 2 support for Group Technology estate when needed: desktop hardware, printers, servers, and applications (both remote and hands-on)
• Follow the Group Technology Service Governance processes in incident, access, request, problem, and change management always
• Maintain and make use of software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Communicate effectively through high quality documentation, face to face interaction and presentation, both at a deep technical level and for senior non-technical audiences
• Assisting with Regional management and review of major Incidents and identifying root causes and workarounds for problems
• Ensure daily tasks are carried out to ensure the smooth running of the Group Technology infrastructure, such as monitoring to ensure maximum availability and excellent performance of systems
• Occasional site visits to other regional locations to perform support related activities when required

The Service Desk Engineer position requires a combination of strong troubleshooting, technical, communication, and customer service skills.

As a Service Desk Engineer, you are the first point of contact for our colleagues in the business across the globe. Our business relies on you to provide first-class support services to resolve issues and fulfill customer requests in a timely and professional manner. 

Responsibilities

What to expect day to day

• Responding to User Requests: Tech Hub Engineers are responsible for answering phone calls, emails, and chat messages from end-users who need assistance with IT-related issues. They must ensure that all requests are acknowledged in a timely and professional manner and that all necessary information is gathered to resolve the issue.
• Troubleshooting: Tech Hub Engineers must have a good understanding of hardware, software, and networking components to be able to troubleshoot issues quickly and effectively. They should be able to diagnose and resolve problems related to desktops, laptops, printers, scanners, mobile devices, software applications, and network connectivity.
• Escalating Issues: Service Desk Level 1 technicians are responsible for escalating more complex issues to the appropriate Level 2 or Level 3 support teams. They must ensure that all relevant information is captured and documented in the ticketing system before escalating the issue.
• Ticket Management: Tech Hub Engineers are responsible for managing tickets throughout their lifecycle. This includes creating new tickets, updating existing tickets, and closing tickets when issues are resolved.
• Remote Support: Tech Hub Engineers must be able to provide remote support to end-users who are not in the same location as the technician. This can include using remote control tools to access end-users’ computers and troubleshoot issues.
• Knowledge Base Management: Tech Hub Engineers must be able to contribute to the knowledge base by documenting solutions to common issues. This helps to reduce the number of tickets that are escalated and provides a reference for other technicians who may encounter similar issues.
• Customer Service: Tech Hub Engineers must provide excellent customer service to end-users. This includes being patient, courteous, and professional at all times, even when dealing with difficult users.
• Documentation: Tech Hub Engineers must maintain accurate and up-to-date documentation of all processes, procedures, and troubleshooting steps. This information is used to train new technicians and ensure consistency in service delivery.
• Overall, Tech Hub Engineers are responsible for ensuring that end-users receive prompt and effective support for their IT-related issues.

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact. 
• We employ just over a thousand team members across five countries and we want to employ over 5,000 people by 2027, if not sooner.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE 
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

We are looking for a Support Engineer to help provide unparalleled support and guidance to customers. You will quickly and effectively resolve complex customer inquiries that arise with our solutions, investigating and troubleshooting using your knowledge of SQL and the product. You will have a passion for data, and understanding the product, thus enabling you to swiftly and easily articulate solutions to our customers, and cross-functional teams clearly and concisely, adapting our tone to ensure we provide the most human technical support possible. You will also clearly be able to identify, own, and escalate bugs that hinder the customer from performing mission-critical work.

You'll also help to build and improve processes as a team, helping to develop internal dashboards, define the process for in-depth investigations, and repeatable sleuthing protocol to help scale customer support function as Boldr continues to grow its customer base. You have support experience and a love of problem-solving.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Resolve tickets with clear, concise, empathetic communication, helping to identify, debug, and escalate higher priority issues to level two Support Engineers, engineering, account management, and product teams.
• Find trends, bugs, and deep dive for root causes, by championing resolutions for our customersʼ mission-critical work.
• Monitor alerts by resolving them and mitigating customer-facing issues.
• Be actively involved in high-urgency incidents push for a resolution to meet our customer's SLAs, and advocate for resolutions of our customer's mission-critical issues.
• Work actively on higher-priority issues, and engineer accurate solutions for our customers
• Push for the complete, satisfying resolution of customer issues by following up with engineers internally, requesting updates from customers, and closing the loop with the original reporter
• Conduct continuous ticket quality assurance, reflecting on your own, and your peers' resolution effectiveness.
• Investigate complex customer problems involving data integrity, data feeds, and machine learning, to improve both the customer experience and the product, driving the company mission to reduce food waste.
• Help to build and improve upon Boldrʼs debugging, triaging, and escalation protocol, including creating dashboards and repeatable queries intended to make common SQL analyses more efficient.
• Deeply understand Boldr's customers' needs, and how Boldrʼs different Partners' needs differ, delighting customers and serving as the voice of the customer back to Boldr.
• Grow with the organization and Boldrʼs needs as a team, potentially specializing in specific Partner needs, and/or helping to build out the team by training future teammates.
  

WHAT WE’LL LIKE ABOUT YOU

YOU ARE...

• Curious and authentic, just like us! #beboldr 
• Able to complete regularly scheduled reports
• Able to motivate the team to meet the daily targets
• Committed to excellent client service
• Willing to work on different shifts
• Very keen on details
• Upbeat and Energetic

YOU HAVE…

• 2+ years of experience as a Support Engineer, data analyst, application specialist, or similar role. (Required)
• 2+ years of experience working with complex databases and SQL, both writing and understanding queries, and familiarity with data stores and databases. This role is SQL-heavy. (Required)
• BSc IT/Computer Science or similar. (Required)
• Strong understanding of how to write and articulate complex solutions to non-technical individuals, by being concise and having a clear understanding of tone, and grammar.
• Clear, concise, empathetic, writing skills and exceptional communication skills with the ability to internalize customers' feedback and effectively advocate for their needs using data.
• Experience handling high-urgency, high-priority incidents with a quick, decisive, and kind demeanor under pressure.
• Strong strategic and analytical skills with exceptional execution and problem-solving capabilities.
• Acute attention to detail and resourcefulness; you live for the thrill of connecting the dots.
• An uncanny ability to identify patterns and trends in tickets.
• Strong understanding of data, and database structures.
• Organized and self-motivated tendencies, and are comfortable operating within ambiguity.
• Experience in retail/supply chain or grocery is strongly preferred, but not required.

• SSS
• Pag-ibig
• Philhealth
• HMO on day one
• 13th month pay
• Paid incentive leaves
• Personal time-offs (PTOs)
• Sick leave

Our purpose

Here at Datacom, we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

The Nitty Gritty

We have over 6,200 people across our global offices, and generate an annual revenue of over $1.2 billion, this makes us one of Australasia’s largest professional IT services companies. We have extensive expertise in operating data centers, providing IT services, software engineering, and application management, as well as payroll and customer service design and operations. With this comes a long list of significant clients Datacom is committed to the hiring, developing and promoting the best talent from a diverse range of backgrounds. We are local at heart, yet world-class in capability.

What you'll do

• Assisting customers with the activation and setup of their product and services
• Validation of the customer’s entitlement for support (e.g. a client’s customer, account is current, level of support service entitlement)
• Logging all customer incidents upon receipt into the approved case management system;
• Providing support to customers by:
• Providing a timely and clear indication of the nature of the incident,
• Communicating what steps will be taken to attempt to resolve the incident,
• Setting the customer’s expectation on what the estimated time to resolve the issue is,
• Providing any potential short-term alternatives or workarounds to the customer,
• Making reasonable efforts to ensure the customers understand the information they have been provided;
• Resolving customer incidents wherever possible; and
• Escalating customer incidents to Tier 2, where not able to be resolved by Tier 1

What you'll bring

• 4-year technical degree or equivalent work experience
• 1-3 years’ experience in technical support or MIS in an Enterprise environment
• Ability to properly use all Microsoft tools including MSSolve, Knowledge Base, Order Entry, Internet and Intranet Resources
• Prior knowledge in at least one of the following disciplines is required: network operations, networking protocols, network authentication, messaging technology or messaging protocols, or other technical skill strengths with an online service or network communications
• Competencies before handling first interaction/call (verified by Vendor after New Hire Training)
• Ability to search and understand KB articles to troubleshoot customer issues
• Working knowledge of Microsoft Windows Desktop Operating Systems (Windows 7 onwards)
• Minimum working knowledge of Microsoft® Windows NT® Server and Windows 2008 Server R2

We have a Hybrid work Arrangement, We also provide Exciting perks such as Spotter Bonus, HMO with 4 Free Dependent, Leave credits, Performance bonuses, and a work-life balance environment