SHIELD Foundry

Technical Support Specialist

SHIELD Foundry

full-time

Posted on:

Location Type: Hybrid

Location: Taguig City • Philippines

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About the role

  • Diagnose and resolve customer issues related to EV chargers or escalate to manufacturers as needed
  • Communicate with customers and technicians via Five9 SoftPhone
  • Proactive monitoring of all equipment uptime and performance, and escalate manufacturers as needed.
  • Follow up with manufacturers, service providers, and internal teams on open tickets
  • Meet client SLA targets for MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve) on tickets, including emergency, crisis, VIP, and outage situations
  • Collaborate with team members through daily stand-up meetings and other communication tools
  • Consistently meet work and performance review expectations, ensuring high quality and productivity standards
  • Collaborate efficiently with other internal and external teams to resolve open tickets
  • Perform additional tasks as assigned

Requirements

  • Associate/Bachelor’s degree or any relevant vocational course and/or relevant certifications
  • Basic understanding of electrical concepts, including voltage, current, and power
  • Experience managing wireless carriers, troubleshooting and provisioning/deactivation
  • Experience with LAN and WAN networks, TCP communication, VPN, and OSI layer troubleshooting
  • Excellent verbal and written communication in English
  • Amenable to working on shifting schedules
  • Willing to work in a hybrid work arrangement
Benefits
  • performance incentives
  • the coolest workplace ever (snacks, foosball, Ping-Pong, beer-o-clock!, and many more!)
  • game nights
  • internal learning and training programs
  • regular team building activities, both virtual and in-person
  • HMO coverage for you and your dependent
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingprovisioningdeactivationLAN networksWAN networksTCP communicationVPNOSI layer troubleshootingelectrical conceptsperformance monitoring
Soft Skills
communicationcollaborationproblem-solvingtime managementcustomer serviceadaptabilityteamworkattention to detailproactivityproductivity
Certifications
Associate degreeBachelor’s degreerelevant vocational courserelevant certifications