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Support Engineer

Philippines, Manila
As a Support Engineer at Computaris, you will provide support related to a large range of software products in the field of mobile telephony, mobile commerce, telecoms messaging and telecoms interworking using state-of-the-art technologies.

Why should you consider joining our team?

Well, we constantly adapt to the modern ways of working. If your professional development is a key focus, you’ll be glad to hear that we are sharp technology adopters. You’ll learn a lot from company-paid trainings, as well as from our experienced team and from our very diverse international projects. One of our colleagues’ favourite job perks is not getting bored even after 5 years with us!

Moreover, we are stubborn in doing things by the book – be it code writing or employee treatment. Likeminded people will really appreciate this.

We are a charismatic bunch, so beware! You will experience that “I really want to go to work” feeling!

Here’s what you will do:

  • Provide expert level support to Computaris customers located worldwide (via telephone, defect tracking tool, email or on-site)
  • Provide out of hour L2/L3 support (24/7 on-call support)
  • Assist customers with operation and configuration of Computaris supported software
  • Ensure that the problems reported by customers are properly understood and resolved
  • Assure that the investigation results are properly communicated to the customer
  • Ensure that all support requests are correctly registered in the defect tracking tool and are monitored until the customer confirms the solution
  • Monitor ticket’s SLA and make sure that all relevant comments are added in the defect tracking tool
  • Trainer to end customer on Computaris solution
  • Ensure that the customer correctly understands the proposed solutions
  • Make sure problems are solved promptly within the customer SLAs
  • Achieve customer satisfaction and support metric goals
  • Fix the software based on specification documents or other helping materials and assure the defect is fixed in all the supported versions of the software
  • Update technical documentation for software that has been developed
  • Create and execute software test plans
  • Monitor and recommend enhancement to existing projects/processes
  • System installation and integration activities
  • Develop software according to agreed budgets with high quality, following Computaris quality standards

Here’s what it takes to get here:

  • University degree in Computer Science or a related discipline
  • Minimum 2 years full-time working experience in an IT company after completing your degree
  • Relevant application support experience
  • Hands-on technical experience in supporting telecom BSS software applications
  • Experience with software development in Java, C, Oracle and Unix/Linux are a plus
  • Experience with Oracle database
  • Good knowledge of telco protocols like SS7, Diameter and SIP
  • Good knowledge in voucher management, CRM, prepaid / postpaid / convergent charging systems
  • Excellent written and spoken English
  • Highly motivated and ability to work as part of a team
  • Ability to work under pressure and to strict deadlines
  • Highly organized and detail oriented
  • Experience with direct customer contact
  • Self-reliant/self-starter who can work with little or no direction

Optional:

  • Experience with issue tracking tool (Jira) is a plus
  • Knowledge of ITIL Foundation v3 methodology is a plus

Apply

To apply for this position, please send us your CV at: recruitment@computaris.com.