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TECHNICAL SUPPORT REPRESENTATIVE T2

KMC Work Location: PICADILLY STAR

Location: Taguig City, Metro Manila

Date Posted: 2022-08-02

Hiring Organization: KMC Solutions | XTN-EBE4880

Career Category: Network /System / Database Administration

Salary: ₱50,000.00 - ₱60,000.00

RESPONSIBILITIES:

  • Experience in managing and monitoring the infrastructure supporting APIs and platform integrations:
    • Knowledgeable in working with RESTful based API and its operations (GET, PUT, POST, etc)
    • Knowledgeable in troubleshooting API errors and responses.
    • Familiar in using API tools such as Postman. Swagger, and Stoplight
    • Able to read and interpret server’s access and error logs specifically 4xx and 5xx errors
    • Knowledgeable in monitoring server health which includes but not limited to RAM, CPU, and physical storage.
    • Knows how to use SSH and basic Linux-based commands
    • Experience in basic load balancing strategies
    • Experience in basic server firewall and user authentication setup
  • Manage service escalations, which include applying system patches, system rollback, replacement of computing service units, and escalating to the engineering team.
  • Manage production cloud services and infrastructure, which include provisioning, monitoring, decommissioning, and securing.
  • Manage platform releases and integration to ensure the likelihood of downtime, security breach, and escalations.
  • Manage TSR 1 and provide them with necessary mentoring and training.
  • Manage on-premise and cloud infrastructure diagrams and documents.
  • Manage Active Directory Domain Services (AD DS), which include the provision of security certificates, single sign-on (SSO), LDAP, and user rights & privilege management.
  • Manage Office365, which includes checking service health, generating custom reports, managing security groups, checking & logging service requests, managing users, and managing spam & malware.
  • Manage IT equipment, which includes setting up & troubleshooting computers running Windows 7 to 11 or macOS, printers, routers, and modems.
  • Manage IT assets to ensure all IT equipment is recorded, properly tagged, and kept in optimal performance.
  • Manage virtual servers on-premise and cloud (AWS), which include setup, troubleshooting, and decommissioning.
  • Manage IT vendors, which includes liaising order requests and reviewing quotations.
  • Manage service desk tickets to ensure that internal and external customers can do their job without a hitch.
  • Manage system alarms and notifications, which include performing initial troubleshooting and triggering escalation.

To apply for the role, you must have the following: 

  • Preferably a graduate or diploma degree holder in a reputable institution or equivalent, with at least 6 to 8 years of work experience related to technical support. 
  • Required to have experience in managing and monitoring the infrastructure supporting APIs and platform integrations (Please refer to the responsibilities for this role)
  • Preferably an experience in Active Directory, Office365, Virtual Server, and VPN management. 
  • Experience in troubleshooting Windows/MacOS-based computers, printers, routers, firewalls, and modems. 
  • Experience in DevOps processes and tools. 
  • Preferably with knowledge in risk management and business continuity plan. 
  • Preferably with experience in managing junior technical support personnel 
  • Professional command of the English language 
  • Willing to work onsite - Taguig City
  • Work schedule is 9AM - 6PM MNL

It will also be favorable if you have the following: 

  • A team player who is reliable, contributor, and trustworthy. 
  • A motivated leader who is willing to train people to be better. 
  • A technical expert who can communicate in layman language. 
  • Not afraid to make a mistake and do corrective actions to prevent the same mistake from happening again. 
  • Confident to share his or her ideas to better the business. 
  • Willing to create a good working relationship with internal and external stakeholders. 
  • A critical thinker who knows prioritization, mitigation, and escalation. 
  • Willing to learn and be trained to refine his or her skills for the given role.