15 часов назад
Junior Technical Support Engineer (IT Operations)
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
Junior Technical Support Engineer (IT Operations): Monitoring enterprise infrastructure, applications, contact center platforms, and operational queues while triaging incidents and coordinating resolution across technical teams and vendors with an accent on real-time monitoring, incident documentation, and service continuity. Focus on managing high-priority incidents, investigating system anomalies, preparing operational reports, and using AI tools to streamline communications and automate repetitive tasks.
Location: Caloocan, Philippines
Company
is a global IT services and consulting company 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, escalate, and manage incidents according to defined severity and priority frameworks.
- Coordinate incident resolution with IT, automation, software, business teams, and external vendors, including war rooms and high-priority incident bridges.
- Investigate system anomalies, service degradation, and outages, and maintain detailed incident and issue documentation.
- Prepare operational performance reports, incident summaries, and audit and compliance documentation.
- Participate in standups, cross-functional meetings, post-incident reviews, root-cause discussions, and automation initiatives.
Requirements
- 3+ years of experience in incident response, crisis management, vendor coordination, IT operations, network monitoring, or command center environments.
- At least 2 years of experience with call center applications such as Genesys, AWS, or CxOne.
- Familiarity with ServiceNow, Splunk, and Dynatrace.
- Familiarity with AI tools such as Microsoft Copilot, Azure, or Google.
- Ability to multitask and work effectively in a fast-paced environment.
- Strong communication and teamwork skills.
Nice to have
- Knowledge of Amazon Connect and NICE CX-One.
- Basic knowledge of Python and the Pindrop application.
Culture & Benefits
- Full-time employment with a comprehensive compensation and benefits package.
- Health insurance, language courses, and a relocation program.
- Professional development through certification programs, mentorship, talent investment, internal mobility, and internship opportunities.
- Collaboration on projects for global clients in a multicultural and inclusive environment.
- Regular team-building and company social events.
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