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Service Desk Engineer

Job Summary

The Service Desk Engineer NS Developer is responsible for providing technical support and escalation of Netsuite dev and customization related tickets. He/she is responsible for the resolution of tickets and work orders assigned to him/her to customers, both internal and external, for Netsuite technology. The SDE – Dev is responsible for resolution of netsuite dev related tickets and will act as escalation point for dev and customization and other tasks that may be delegated by his immediate supervisor and his head. A Service Desk Engineer may perform as the first point of escalation of incidents that involve clients, customers, service providers, internal support and principal if and when necessary. SDE understands software implementation and standard operating environment implementation and support operation.

Duties & Responsibilities:

Service Desk and Support
  • Provide direct first level to second level of support to the clients, customers and employees pertaining to all products solutions and services of ITG
  • Escalation point for dev and customization related issues
  • Handle tickets and issues that will raised by the client and internal customers
  • Attend to all requests coming via telephone, email, web or any other means
  • Assist end-users (clients, customer or employees alike) to diagnose and resolve incidents as well as dealing with application maintenance and request for change
  • Problem determination and resolution at level 1 and 2
  • Receive and log incident reports and service requests
  • Provide first to second level of support to end-users from contracted customer
  • Reports recurrence of incidents of the same nature
  • Tracks follow-ups and service deliveries of logged requests
  • Performs configuration of supported devices and systems
  • Performs service delivery of service requests
  • Configuration change control liaison
  • Provide access management
  • Request status reporting and updates

Client Management:

  • Ensure customer satisfaction.
  • Responses to client request, inquiries.

Partner Management:

  • Coordinates with principal partners and Technical Managers for L3 & L4 technical support and management of incidents.
  • Ability to interpret schematics in order to determine the best solution to incidents and request for change.

Administrative Duties:

  • Maintains cleanliness, orderliness and safety within the working environment
  • Abides by the company’s policies and administrative procedures

Other Support Duties:

  • Participate and/or assist in company functions and programs
  • Contribute to the improvement of the company’s objectives

Job Specifications:

Experience Required
  • Must have at least one (1) year experience; fresh graduates with above scholastic records maybe considered
  • Must have experience in technical support and help desk system is an advantage
  • Must have good understanding of the business requirements

Education Required:

  • Bachelor Degree in Computer Science, Information Technology, or Engineering.

Technical Knowledge and Skills:

  • Technical aptitude and high degree of self-motivation to train and develop
  • Basic skills in java and suite script
  • Willing to be trained with interpersonal skills
  • Knowledge in Netsuite functional

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