4 дня назад
Technical Support Engineer
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Technical Support Engineer (IT Operations/Contact Center Platforms): Monitoring enterprise infrastructure, applications, and contact center systems while triaging incidents and coordinating resolution across technical teams and vendors with an accent on real-time operations, incident documentation, and service continuity. Focus on managing high-priority incident bridges, investigating outages and service degradation, preparing operational reports, and using AI tools to improve productivity.
Location: All Cities, Philippines; remote work culture
Company
Global IT services and consulting organization supporting digital transformation initiatives for enterprise and startup clients across more than 25 countries.
What you will do
- Monitor alerts, performance metrics, queue performance, call volumes, and system health across infrastructure, applications, and contact center platforms.
- Triage, prioritize, document, escalate, and manage incidents through resolution using defined severity and priority frameworks.
- Coordinate incident response across IT, automation, software, business teams, and external vendors, including war rooms and high-priority incident bridges.
- Investigate system anomalies, service degradation, and outages, and communicate status updates to technical teams and business stakeholders.
- Prepare operational performance reports, incident summaries, audit documentation, and post-incident review materials.
- Use AI tools such as Microsoft Copilot to streamline communications, automate summaries, and identify opportunities for operational automation.
Requirements
- 3+ years of experience in incident response, crisis management, and vendor coordination.
- 3+ years of experience in IT operations, network monitoring, or command center environments.
- Familiarity with ServiceNow, Splunk, and Dynatrace.
- 2+ years of experience with call center applications such as Genesys, AWS, or CxOne.
- Ability to multitask in a fast-paced environment across multiple communication channels.
- Excellent communication and teamwork skills, with familiarity with AI tools such as Microsoft Copilot, Azure, or Google.
Nice to have
- Knowledge of Amazon Connect and NICE CX-One.
- Basic knowledge of Python and Pindrop.
Culture & Benefits
- Remote-work flexibility within the stated role location.
- Health insurance, language courses, and a relocation program.
- Professional development through certification programs, mentorship, talent investment, internal mobility, and internships.
- Collaboration with global clients and multicultural teams.
- Regular team-building events and an inclusive work environment.
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