Product Support Engineer

JOB SUMMARY

Product Support Engineers are primarily responsible for providing technical analysis and solutions on the products and services that we have sold in terms of warranty entitlements and maintenance agreements. This requires them to learn the products that we sell extensively based on customer’s SLA’s and Supplier Contracts. Location and time constraints are also part of their day to day tasks, including occasional overtime and holiday work.

ESSENTIAL FUNCTIONS

  • Provide analysis and solutions for break-fix issues
  • Deploying newly purchased equipment’s
  • Generate detailed activity reports & documentation for every case
  • Must do the required weekly, daily and hourly status updates

CUSTOMER SERVICE RESPONSIBILITY

  • Maintain a good working relationship with clients and people within the organization
  • Deliver service in line with agreed controls, procedures and SLA.

SECONDARY FUNCTIONS

  • Provide assistance on pre-sales, marketing, MIS and inventory activities

SCOPE AND SIZE

Subordinates:

Key Relationships: External Customers, Service Desk, Sales, Enterprise Group

JOB SPECIFICATIONS

EDUCATION—MINIMUM REQUIRED LEVEL

Bachelor’s Degree in any IT Network Technology related course

EXPERIENCE—MINIMUM REQUIRED

At least 6 months experience in an IT environment engaged in Filed Support

KNOWLEDGE AND SKILLS 1—REQUIRED

  • Advanced knowledge on Network Technology
  • Advanced knowledge on troubleshooting desktop & laptop computers
  • High business ethics and integrity
  • Must be disciplined, self-motivated, self-confident, and able to build productive working relationships with customer’s and team members
  • Must thrive in a fast-paced environment in learning new products and new technical concepts
  • Communication skills to explain complex topics in simplistic terms
  • Must enjoy problem-solving & troubleshooting
  • Must have analytical skills and attention to detail
  • Microsoft Office operation skills

KNOWLEDGE AND SKILLS 2—DESIRED BUT NOT ESSENTIAL

  • Server & Storage Knowledge
  • Communications Technology Knowledge

CERTIFICATION LEVEL REQUIRED

CCNA – (Preferred)

Why Apply at Phil-Data?

Competitive salary package (commensurate with work experience)
Competitive commission and Incentives
Promotes work-life balance

For Human Resource inquiries and career opportunities, you may also email us at jobapplications@phildata.com  or upload your profile here: http://www.phildata.com/phildata/careers/

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