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Software Helpdesk Engineer

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Job Description


The Help Desk Engineer will be part of the Global Customer Support Team. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers.

This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment. 


What are your tasks as a Help Desk Professional?

  • Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.

  • The majority of these tasks will have a strong emphasis on performing the correct intake and initial triage so that it is documented fully, prioritized correctly, and assigned to the correct support engineer as per our processes.

  • Be part of a first response team NOC (Network Operation Centre) for monitoring AMCS Cloud Customer alerts. Perform initial triage of alerts using Azure Application Insights and manage communications internally and externally.

  • You will be involved in the continuous improvement program to identify frequent alerts and deliver ideas that will help to prevent them from reoccurring

  • You will be part of a team who takes ownership of making sure our SLAs (Service Level Agreements) are consistently met.

  • You will be part of a Global Help Desk team whose mission is to give excellent support to our customers (Internal and External).

What are the required skills?

  • Experience in a customer facing role is desirable but not essential.

  • You can operate independently as well as in a team.

  • You have excellent communication skills (written as well as spoke). You are not shy to keep asking questions to our customers to get to the bottom of things for a flawless intake.

  • Strong understanding of the Microsoft Office Suite

  • Good understanding of Cloud Computing (Azure)

  • You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled

  • You have excellent analytical skills.

  • You are customer focused. 

What isn’t a must but is a big plus?

  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience

  • Experience in the Microsoft Azure portal, including Application Insights

  • Exposure to Grafana

  • Generic knowledge or experience about/with ERP software.

  • Experience with Waste & Recycling processes.

  • Some experience with customer contact on a help desk or customer contact center.

  • Azure Fundamentals certification

  • ITIL v3 or v4 Foundations certification

Join us drive a more sustainable future and enjoy these benefits:

  • Health insurance coverage for you and your three dependents

  • Employee shuttle service

  • On-site food and free flowing coffee

  • Allowances

  • Regular training and development opportunities (e.g., with focus on architectures, planning and development

  • Regular training and upskilling opportunities

  • 15 vacation days

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LocationCebu
CountryPhilippines
CategoryCustomer Support & Success
TypeFull Time
ExperienceEntry Level
LanguageEnglish
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