Cebu CityRole Description for Messaging EngineerProvide quality and process oriented troubleshooting and request on accounts we've managed.
Involvement on activity that resulted client's on maximizing their outlook functionality (Room Reservation). Produce precise and detailed reports (Monthly, Exchange Mailbox trends update) on time.
Involvement on Problems and Change Request activity for client's infrastructure / environment enhancement. Produce automations / tools (Script) to reduce frequently performed operations or task (Health Check, Mailbox Enable ETC) which resulted higher productivity on our team.
Awareness Service Delivery processes and methods. Initiate documentation of processes, workflow, troubleshooting guide on implementing specific task.
Role Purpose The role holder is self-sufficient when resolving routine problems or enquiries across several products or technologies for multiple customers.
The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users.
The role holder also delivers low to medium complexity work packages as part of customer implementation projects. Key AccountabilitiesTechnical Capability.
Works within a team supporting end users with technical queries relating to several products / systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
Business Awareness. Has a good understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
Process. Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
Documents actions taken to resolve enquiries.Problem Solving. Takes ownership for listening to and understanding the customer’s problem.
Escalates and / or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / Service Level Agreements.
Monitors performance through statistical reporting and analysis.Team Working. Is a key team member, demonstrating personal leadership and initiative resolving issues and supporting other team members.
Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
Qualifications Microsoft Office 365 Advace Skills PowerShell Scripting (with HTML / CSS) Proven ability to handle critical issues Flexible in adjusting to different technologies and able to support multiple customers.
Posses understanding of ITIL Processes. Key Performance IndicatorsFeedback from customers.Technical Assessments.Evidence of sharing and re-
use of knowledge.Correct management of processes followed to deliver service.Improvement / enhancements to service delivery.
Known errors with workarounds or fixes loaded in knowledge database.Percentage of customer problems resolved within required timescales.
Meets service level requirements.Feedback from colleagues and team manager.Up to date personal learning plan.