Graduate Technical Support Engineer

About ITRS

Welcome to ITRS, where innovation meets career growth in the heart of Makati, Manila's bustling business district. Our Manila office offers a dynamic environment for graduates eager to launch their careers in technology.

At ITRS, we drive digital transformation with cutting-edge solutions. Joining our team means working on real-world projects, gaining hands-on experience with advanced technologies, and receiving mentorship from industry experts.

Offering a hybrid setup, reporting onsite weekly, our graduate program is designed to develop the next generation of tech leaders.Start your journey with ITRS in Makati, where professional growth and technological excellence converge. Explore opportunities that challenge you and improve the future of technology.

Scope of Role

Our Client Service department is a diverse global function which maintains a large part of our revenue and our impressive customer approval rating. The Client Services department creates post sale client advocacy through taking and resolving queries, understanding the client’s perspective, providing support and working with products to complete client-focused change requests.

This role is front line support (Level 1) by email, online chat, phone and face-to-face meetings, helping ITRS clients create, deploy and maintain an monitoring platform, advising them on configuration and best practice.

As a Graduate Technical Support Engineer, you will:

• Reporting to a Support Lead, provide a quality help desk function back to the business by ensuring the clients queries are responded to quickly; with accurately communicated and concise information.
• Oversee the resolution of client L1 queries by taking client incident and change request tickets within the agreed first response timescales; work with other team members to see the tickets completed within the agreed Service level agreements; Escalate within the team and through line management for high severity issues.
• Connect with clients and partners getting to understand their environments, projects and own personal measures of success; work with them to install and deploy the software in such a way as to maximise the chances of success.
• Contribute to our client-facing knowledge base by creating self-help material; update existing self-help content; promote the self-help to clients.
• Learn by keeping up with developments in the ITRS product suite and related external technologies; have personal development goals.
• Present material both face-to-face and over screen shares; listen to the views of others, and adapting your own thinking based on their observations.
• Work within the specified hours by being present and available during any given working day.

You will have:

• Educated to Degree level in an IT related subject A foundation level
• Knowledge of modern operating systems, for example Linux, Solaris, Windows server, 7, or 10, IBM iSeries. Unix / Linux system,.
• A foundation level knowledge of Cloud technologies such AWS, MS Azure, GCP, and the likes
• A foundation level knowledge in TCP/IP
• A foundation level knowledge of ITSM and/or ITIL
• Fluent in written and spoken English to a level B2 to C2.

Our Benefits

• Health Insurance for you and your dependants
• Supplemental Medical Claim
• Employee Assistance Programme
• Retirement Plan
• Flexible Hybrid Working
• Enhanced Parental Leave
• Life Assurance
• Subsidies and Allowances

ITRS is an Equal Opportunity employer and Inclusion is part of our everyday life. We celebrate diversity and pride ourselves on providing an environment where all employees can be their authentic selves and have a voice, allowing everyone to contribute equally. We remain committed to advocating inclusion, diversity, and equality into our ITRS family as we grow and enrich our business.

We welcome applications from everyone in the community as we recognise that a diverse workforce is a stronger workforce.

Requirements

Benefits