Technical Support EngineerTransnational Diversified Group

Respond to customer inquiries via phone, email, and chats in a professional and timely manner.
Obtain, evaluate and research relevant data to resolve customer inquiries and issues; recording detail, including actions taken, in the tickets.
Provide technical guidance, remotely, to customers deploying Cofense solutions.
Monitor the Support queue to ensure tickets are properly processed, coded, and assigned.
Manage product specific support tickets through resolution and initiate escalations to Senior Technical Support Engineers, or Management, if necessary.
Replicate, troubleshoot, and properly document product bugs and defects for escalation.
Develop documentation, FAQs and canned responses to improve consistency and accuracy of support responses.
On-call rotation coverage as needed.
Other duties as assigned.
Excellent verbal and written communications skills, and strong keyboarding and telephone etiquette
Strong customer-service orientation and a commitment to achieve outstanding customer satisfaction
Can multi-task and is able to manage changing or conflicting priorities, and multiple support cases simultaneously
Basic Network communication troubleshooting experience
Basic Linux and Windows troubleshooting - understanding basic partitioning, system services, standard logs files, and system commands
Basic TCP/IP networking skills
Basic understanding of enterprise email clients
Familiarity with SMTP, IMAP, HTTP and other Internet protocols
Familiarity with Virtual Environments preferred
Basic HTML skills preferred
Basic IT troubleshooting abilities preferred
Basic understanding of messaging, SMTP and email hygiene products preferred
Basic understanding of spear phishing and the risk it presents to large enterprises preferred
Team Player who respects other's ideas, and is an excellent listener
Strong critical thinking skills, a problem solver who thinks "Outside the box"
Candidate must possess at least a Bachelor's/College Degree , Computer Science/Information Technology or equivalent.
At least 2 year(s) of working experience in the related field is required for this position.
Preferably 1-4 Yrs Experienced Employees specializing in Technical & Helpdesk Support or equivalent.
Bachelor's degree in Computer Science, Engineering is preferred, or equivalent work experience
1 - 2 years of technical support experience with demonstrable skills in troubleshooting solutions
deployed in enterprise networks
Basic IT Security and familiarity with Incident Response a plus.
Open for project based role with possible absorption.
Retirement Benefit Plans
Life Insurance
Other:
Work at home until further notice
Associate / Supervisor IT and Software Conglomerate 10 openings Bachelor's degree graduate
The Transnational Diversified Group of Companies (TDG) is a globally competitive and progressive business group of highly successful companies engaged in leading industries. Since its establishment in 1976, TDG now has more than 30 member companies that are major players in diverse industries such as:TOTAL LOGISTICS(Shipping, Transportation, Cargo Forwarding, Warehousing, Vehicle Logistics, Customs Brokerage, 3rd and 4th Party Logistics, Trucking, Distribution, Liner and Tramp Agency Service)TOTAL SHIP MANAGEMENT(Ship Crewing, Seafarer Training, Maritime Education, Tanker Operations, Medical Services and Financial Services)AIR & TRAVEL SERVICES(Tours, Travel Agency Services, Airline GSA, Ground-Handling, Cargo Handling, Airport Support & Aviation Services) INFORMATION & COMMUNICATIONS TECHNOLOGY SERVICES(Contact Centers, Business Process Outsourcing Services, Software Development and E-Business Solutions), as well as Securities Trading, Real Estate Development, Renewable Energy, and other supplemental businesses.
With its world-class excellence and win-win outlook, TDG has become a respected strategic partner of large global corporations with stringent requirements for total quality and cost-effective services in both traditional and new economy businesses. TDG's distinguished partners and principals include NYK Line (Japan), Asiana Airlines (Korea), American Express (USA), Vroon B.V. (Netherlands), Yusen Logistics (Japan), Crystal Cruises (USA), Malaysia Airlines (Malaysia), Disney Cruise Line (USA), ePerformax Contact Centers (USA), Nippon Container Terminal (Japan) and Uyeno Transtech Ltd. (Japan).
A Partner and Employer of Choice, TDG has grown from one strategic partner and 16 employees in 1976 to more than 30 business partners and over 14,000 employees to date.
Kalibrr

Taguig City, Metro Manila
Permanent
Full-time