Systems Engineer (Technology Engineer)

I.        PURPOSE

• Responsible for providing exceptional customer service and technical support for customers by trouble shooting hardware and software issues on Client’s Telephony infrastructure.
• Evaluating Client’s concerns and resolving problems to 100% customer satisfaction.
• Updates job knowledge by participating in educational opportunities such as training for both local and abroad.
• Coordinates with the other groups to ensure tasks to fulfill is aligned.
• Provides detailed activity report and root caused analysis for the Client.

II.      DUTIES AND RESPONSIBILITIES

CUSTOMER:

• Provide resolution of the problem based on the given SLA.
• Provide implementation based on the required design architecture.
• Train customer for the product application as required.
• Maintains a professional approach in dealing with Client.
• Delivers an outstanding performance and support towards Client’s needs and concerns.

OWN GROUP:

• Update team for the activity during client visit which include the root cause of the problem, resolution, and recommendation.
• Contributes to team effort by accomplishing results as needed.

OTHER GROUP WITHIN Trends:

Sales Group

• Update Account Manager for the activity during client visit which include the root cause of the problem, resolution, and recommendation.
• Update Account Manager of the required next steps to fulfill activities for the client

Service Desk

• Update Service Desk for the activity during client visit which include the root cause of the problem, resolution, and recommendation.

CORPORATE:

• Comply with Trends Rules and Regulations as prescribed in the Employees Handbook specially on the following:
  • Attendance
  • Punctuality
  • Dress Code
  • Destruction of company property
• Respect to co-workers, management, and member of the Board of Director
• Perform all other duties and tasks as assigned by the Lead, Manager or Head

III.    QUALIFICATIONS

A.    Minimum Education

• Graduate of any of the following:
  1. BS Electronic Engineering
  2. BS Computer Science
  3. BS Information Technology

B.    Minimum Experience/Training

• At least 2 years of relevant experience in Avaya IPO Telephony, Avaya Contact Center Select and Avaya dialer is a plus.
• Or completed and passed the Cadetship Training Program.

C.    Competency

• Knowledgeable in telephony such Avaya IPO, Alcatel, others
• Genesys/Aspect/AudioCodes knowledge or other dialer and call recording is advantage
• Basic knowledge in programming and application integrations.
• Computer literate and proficient in:
  • MS Word
  • MS Excel
  • MS Power Point Presentation
  • Any Email software
  • Visio
• Competent in English language (written and oral)

IV.    WORKING CONDITIONS

• Reports to TRENDS Makati office Trafalgar Plaza H.V. Dela Costa St. Makati City as needed.
• On instances where direct report to main branch is temporarily halted due to inevitable national health crisis or other national emergency situations preventing working at the office, a work from home setup is applied in lieu of the on site reporting, with tools given to log activities done at home.
• Reports to Client’s site from Mondays to Fridays in align with Client’s working schedule or as requested by Client.
• Monday to Friday 8:30 am to 6:00 pm
• On-call duty (rotational)
• Shifting Schedule