Operations Engineer | User Support

Reporting to the Head of Service Delivery, the Operations Team manages the 24/7 operations of the Client and its customers.

The key functions of the role are to support one of our key client's users, monitor system-generated alerts, typically generated from both servers and routers, respond quickly to alerts and users ensuring all SLA’s and KPI’s are met. The Operations team is focussed on out of hours user support, remotely monitoring, managing and securing customer IT infrastructure, networks, applications, and services.

The user support will be mainly the first line till/POS support and desktop support.

Utilizing a variety of remote toolsets, the engineer will also investigate automatic alert-based tickets around infrastructure technology, networks, and Enterprise Applications. There is scope to develop skills around the areas of telephony and cloud-based services as well as a variety of other applications and infrastructure types.

Key responsibilities are as follows:

- Provide help and advice to customers using NAK's products and services;
- Communicate courteously at all times with customers and internal staff by telephone and email.
- Investigate and solve customers' problems, which may be complex or long-standing problems that may have been escalated already
- Perform regular checks on customer infrastructure and provide reports
- Triage and investigate all system-generated alerts within SLA’s and KPI’s
- Keep accurate records of discussions or correspondence with customers in the ITSM toolset;
- Produce written information for customers.

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career

Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment.

WHY JOIN US?

MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.

We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.