service Operations engineerGlobe Telecom

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.
Job Description Provides operational and customer support in numerous areas ensuring a single support location for the total VoIP solution. Ensure there is a complete support model for VoIP customers ensuring a level of service that meets or exceeds service levels. Improve the entire team through training and technical documentation. Interfaces with Operations and Sales departments, outside vendors, carriers and end user customers. Manage internal/external escalations, as required. Manage and correlate multiple trouble reports. Communicate with customers and others in a repair situation. Provide follow up and closure of assigned trouble tickets. Create trouble tickets which summarize customer or other repair issues. Train technicians and participate in ongoing repair process improvement activities. Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support. Performs remote testing and repair activities within Globe network elements. Provide Tier 2 technical analysis, isolation, and resolution of customer reported troubles. Lead/coordinate repair activity with participation from vendors, field operations, and internal support organizations
Globe Service Command Center (GSCC)
Technical Assistance Center (TAC) assisting team leader * Provides operational and customer support in numerous areas ensuring a single support location for the total VoIP solution.
Ensure there is a complete support model for VoIP customers ensuring a level of service that meets or exceeds service levels.
Improve the entire team through training and technical documentation. Interfaces with Operations and Sales departments, outside vendors, carriers and end user customers.
Manage internal/external escalations, as required.
Manage and correlate multiple trouble reports.
Communicate with customers and others in a repair situation.
Provide follow up and closure of assigned trouble tickets.
Create trouble tickets which summarize customer or other repair issues.
Train technicians and participate in ongoing repair process improvement activities.
Interface with subject matter experts; lead technicians; service, product, and project managers; and Tier 3 Technical Support.
Performs remote testing and repair activities within Globe network elements.
Provide Tier 2 technical analysis, isolation, and resolution of customer reported troubles.
Lead/coordinate repair activity with participation from vendors, field operations, and internal support organizations
[ JOB QUALIFICATIONS ]
Must be a graduate/Bachelor's degree holder preferably of ECE or IT, but can consider any IT/Engineering related courses
With or without experience (fresh graduates), are encouraged to apply.
Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Globe Telecom

General Trias, Cavite
Permanent
Full-time