Responsibilities
- Research and identify solutionsto software and hardware issues. Also, should possess leadership
qualities and technical expertise
- Diagnose and troubleshoot technical issues, including accountsetup and network configuration.
- Ask customerstargeted questionsto quickly understand the root of the problem.
- Provide feedback and recommendationsto improve internal processes used by the Care team
and those teams with which Care interacts.
- Primary customer contact for providing accurate and creative technicalsolutionsto user
problems of moderate and difficult nature.
- Alert team members oftrending issues and share new-found knowledge as applicable.
- Using My Support, with regular updates, accurately document details of issues,stepstaken,
follow up conversations, escalations, and resolution.
- Acts as a technical expert and providessupport on a worldwide basis.
- Maintain logs of downtime, repair, and meter charges
- Submits complete and correct bug reportsin area of expertise. Advocate for customersin
engineering roadmap planning.
- Become a product expert for customers and stay up to date on new featuresin Couchbase.
- Participatesin the creation and maintenance of knowledge database content.
- Reproduce customer casesfor detailed troubleshooting and analysis. This may include writing or
modifying code or simulating node failure situations.
- Using technical ability to resolve highly complex issuesfor enterprise solutions.
- Acts asfocal point for large account IT problem resolution.
- Ability to triage and work on incoming issuesto bring them to quick resolution per our SLA
utilizing strong troubleshooting skills.
- Ability to travel, work after hours and be part of an afterhours(on-call) rotation. (US Hrs.)
- Should work on Weekends.
Job Type: Full-time
Pay: Up to Php68,000.00 per month
Application Question(s):
- Telephony: Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality,
- Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc;
- Understanding of Firewall’s, DLP, EDR, Proxy concepts.
Education:
- Bachelor's (Required)
Experience:
- in Azure, Microsoft Intune -MDM, Device Enrollments.: 1 year (Required)
- in VMware, Citrix workspace, RDP system-based applications.: 1 year (Required)
- managing and troubleshooting Server and Windowssystems: 3 years (Required)
Work Location: In person
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