Service Desk Engineer (PH)

Job Description 

As a Service Desk Engineer, you will act as the first point of contact for ANTlabs’ customers to report issues and faults relating to our products for support and services.

The primary objective of the role is to provide first-time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

Throughout this process, you will remain the single point of contact between ANTlabs and the customers during your shift, maintaining ownership, providing timely updates, and ensuring the fault is given the correct level of priority and attention.

This is a position that calls for excellent customer service skills, the ability to articulate resolutions clearly and confidently to customers, and a good level of technical knowledge of ANTlabs products.

Responsibilities:

  • Involve in providing customers and partners with in-depth technical assistance in the use of our products and solutions.
  • Cooperate with client sales and professional services teams to ensure ongoing customer success and satisfaction.
  • Form part of an on-call rotation order to guarantee 24x7x365 support to customers in shifts.
  • Participate in the maintenance of support documentation.

Requirements:

  • Has experience working with Linux OS (1-2yrs)
  • Experience in UNIX scripting is a plus
  • Networking experience exposure or CCNA certified is a plus
  • Have prior knowledge and experience in troubleshooting, configuring gateway appliance, or network appliance
  • Resourceful with good analytical skills and ability to perform systematic troubleshooting techniques
  • Good customer handling and communication skills
  • Comfortable in handling customers over the phone
  • Good and clear communication skills (oral and written)
  • Knowledge in PMS is a plus
  • Basic HTML / PHP is a plus

Personality:

  • Collaborative team player
  • Self-motivated, highly responsible
  • Able to work well under pressure
  • Responsible and good work ethics