Technical Support EngineerMonroe Consulting Phils., Inc.

Executive recruitment company Monroe Consulting Group Philippines is recruiting on behalf of a software company that offers the most comprehensive sales and entertainment hardware and software solutions for hotels globally. They are currently in an exciting growth stage with many high-profile clients worldwide and currently looking to boost their Support team with a Technical Support Engineer. Our client is based in Muntinlupa City but the role is on currently on a WFH arrangement at this stage.
Job Summary:
The Technical Support Engineer will support queries via e-mail and phone, and will act as the first point of contact and screen all incoming questions. The successful candidate would have to deal with, and solve, requests and also be responsible for escalating queries to our other internal team members if necessary and will have a close and direct relationship with clients who are in direct contact with our product and services.
Key Responsibilities:
Provide First and Second Line Support and maintain excellent client service.
Provide clients with quick, knowledgeable and personal replies over email and phone and be proactive in making sure clients are happy.
Work with existing Support Team utilizing existing support processes, as well as take ownership of setting up new processes, improving existing ones, evaluating new support tools etc.
Take responsibility for day-to-day tasks and update, concerning existing clients.
Assist the Account Manager team with internal and external support.
Develop an understanding of each client to enable efficient and client specific support.
Relay customer feedback to internal teams.
Key Qualifications:
Minimum 3 years of hands-on and practical experience
Preferably experience of a similar position in a tech-related business
Strong IT skills on common software and hardware
Great technical understanding of online concepts and models
Excellent written and spoken English and preferably also additional languages (French, Spanish) is a plus
Ability to transform client feedback into working ideas and test them with clients
Experience of working with support for global markets preferred
Hospitality industry knowledge preferred
Graphics design experience, including use of Adobe Photoshop, Adobe Illustrator or similar tools
Knowledge of XML / JSON, HTML5 / PHP, Networking (TCP/IP, CCNA will be advantage) and experience troubleshooting client technical issues
Knowledge about client-server based networked systems
Ethernet/Fiber/Coax/Wi-Fi network experience
Linux/Android experience preferred
Familiar with Windows and Linux server technology
Understanding and able to write Powershell/Bash scripts
Familiar with remote monitoring systems (ie, Zabbix, Nagios)
Experience in Windows/Linux Virtualization technology
Be a 'Social' engineer - clear and confident communicator and to be understood by both technical and commercial teams, internal and external
Able to act independently and thrive in a fast paced start up environment
Analytic mindset and ability to take initiative and solve issues
Flexible to travel with short notice