senior Network Support engineerWestern Visayas

JOB OBJECTIVE:
 
In this role, the SNSE should have excellent problem-solving skills and thorough knowledge of network administration and architecture.  Responsible in developing and maintaining functional and secure networks. Mentors a team of engineers to troubleshoot and optimize networks for end-users.  Able to establish networks that cater to customer needs.
 
DUTIES AND RESPONSIBILITIES:
1.    Implements the activities scheduled by our Internal Helpdesk and/or Customer Service Department and dispatch Network Support Engineers. (D)
2.    Provides daily accomplishment reports of all scheduled activities indicating the status i.e. complete, or incomplete.
3.    Checks and validates report of Network Infrastructure Support Engineer i.e. GSWO report, RFA Forms, SWO report, PM, and other technical reports.
4.    Adheres to escalation procedure as defined by management that ensures appropriate support and action until the problem is resolved.
5.    Provides on standby 24hrs x 7days technical support.
6.    Monitors and checks the availability and performance of our IT facilities.
7.    Implements and performs supervisory and project management task.
8.    Supports other Support Units/Departments to complete projects and/or activity.
9.    Keeps security of information that may affect the business interest of the company.
10.  Protects units/products assigned from unauthorized and inappropriate usage.
11.  Keeps orderliness and cleanliness at workplace and maintains organized filing system.
12.  Shares technical knowledge and skills to peers. 
13.  Develops and improves technical proficiency to core or non-core products through research and study.
14.  Uses of available time in development of technical, inter-personal and personal skill.
15.  Answers telephone call of internal and external clients regarding technical support by using effective questioning techniques.
16.  Checks and replies to email correspondence.
17.  Assists in the supervision of technical/technology support in assigned areas including initiating work assignment, monitoring accomplishments, ensuring quality standards of work.
18.  Recommends technical/behavioral trainings essential for the subordinate’s work motivation and efficiency.
19.  Helps in the maintenance and proper observance of peace and order in the workplace.
20.  Evaluates new products such as but not limited to its features, functions, defects, bugs, etc. (P)
21.  Performs standard quality testing and assessment on existing product for its configuration, feature and function, performance, and abnormality.
22.  Conducts site survey or inspection.
23.  Prepares system and network design, schematic diagram, project plan and SWO.
24.  Provides direct high level technical support and expertise to internal and external customers.
25.  Provides technical support to all users of our company’s IT facilities.
26.  Responds to on-call support request either remotely or on site.
27.  Administers the issuance of access right of authorized user to our network, email, internet, telephone systems, and ACS.
28.  Defines scope of work and finalizes business requirement or technical specification requirement for proposed project.
29.  Performs product demonstration and technical presentation and Proof of concept.
30.  Accomplishes/ prepares required internal documents such as pre-quote, purchase requisitions, and other pertaining documents before submission to next process.
31.  Provides accurate and timely reports/documentation on daily accomplishment, project progress, change request, and project minutes of the meeting (applicable to all defined projects).
32.  Diagnoses and corrects failure in software/hardware or any IT related product using appropriate service aids, tools, and resources in minimal time and provide appropriate report for RMA (Return Material Agreement) purpose, supplier, customer, or for knowledge management purpose.
33.  Performs installation, operation, upgrades, modification, troubleshooting, repair, and preventive maintenance.
34.  Provides and validates reports/documents i.e. GSWO, SWO, Payroll Itinerary, and Liquidation and Reimbursement, Preventive Maintenance, incident report, technical recommendation.
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