Role: Technical Coordinator - Level 2

Location: Pasig City, Manila

Business Area: IT Field Service Management

Job Description:

Due to business growth, we have an exciting opportunity for a Technical Coordinator (Network

Engineer) based in Cebu City or Manila. This is a hands-on role, with the network professional being able

to assist in the provisioning of networking services. The successful candidate will play a key role in

joining this growing team and supporting our U.S client's contracts.

• Technical Capability - Requires a strong set of technical skills across networking technologies,

LAN/WAN, switching, routing and cabling amongst others, and you will ideally be Cisco certified.

Process - Contributes to the definition of operational processes, (both internal and external) and

dealing with customer-escalated problems.

• Service Levels - Manages systems within Service Level Agreements, planning, defining

improvements, and implementing changes to meet service level requirements. Monitors

performance through statistical reporting and analysis.

• Project Work - Leads the technical implementation of medium complexity infrastructures and

technical designs including producing cost and timescale estimates and identifying risks. On larger

projects works within a technical framework of the project to meet customer requirements.

• Customer Relations - Establishes working relationships with the customer and relevant operational

units, at the appropriate technical and/or management level, to understand the requirements of the

customer's business in order to deliver and enhance the service. Provide written and oral summaries

to the customer in real-time.

• Problem Solving - Takes ownership of obtaining the information required to diagnose and resolve

more complex problems. Engages with third parties to jointly resolve in-depth product issues where

necessary. Proactively analyzes information and trends, proposing action to resolve problems, and

maintain and enhance service.

• Teamwork - Working as a team leader, promoting knowledge sharing and development of other

team members both inside and outside of the group. May act as a team lead, as necessary.

• Business Awareness - Proactively contributes both technically and commercially to identify and win

new business. Understands the requirements of the customer's business, and the scope of the

contract and knows how issues impact the delivery of service.

• Professional Development - Stays up to date with new products, tools, and techniques, encouraging

their use within the business to promote continuous improvement.

Responsibilities:

• Proven experience in 1st/2nd line support role with extensive user and system support experience

and the ability to effectively self-manage time and prioritize support tickets based on type and

severity of reported incident.

• Perform Cisco switch IOS, port and other configuration tasks as needed. Routinely work with field

technicians/engineers to assess network.

• Hands on experience in supporting routers, Cisco switches with knowledge and understanding of

network best practices. Cisco CCNA certification is preferred.

• Meets project deadlines and costs within own scope of responsibility.

Successful track record of leading small projects and working with third parties.

• Ability to solve practical problems and deal with a variety of concrete variables in situations where

only limited standardization exists.

• Proven track record working with product authority and external vendor support teams. Proven

track record of problem resolution.

Required Skills & Experience:

• Requires at least 3-4 years of experience in technical network IT infrastructure & administration.

• Must be willing and flexible with shifting work schedule and rest days as well as working overtime as

required.

• Good communication skills.

• Ability to telecommute and work in office.

• Ability to read, write, and speak English fluently.

• Strong skills in network technologies LAN/WAN, Cisco switching and routing, Cabling, and VPN.

• Extensive knowledge of the Office 365 Suite including Exchange Online, Teams, OneDrive,

SharePoint, Word & Excel.

• To perform this job successfully, an individual should have knowledge of internet search engines,

basic data entry, and data management.

• Familiarity with Smartsheet, ServiceNow and PowerBI will be an added advantage but is not a

mandatory requirement.

Offer & Benefits:

• Competitive salary

• HMO with 1 free dependent on day 1 & 50% off for additional dependent/s

• Life insurance on day 1

• Government mandated benefits.

• Attendance bonus

• KPI bonus

• 3-6 months probationary contract to permanent position,

• Night shift differential.

• Positive work culture.

• Effective training program