IT Support Engineer (IT Remote Support)

Stealth Monitoring is looking for talented individuals like you! Be the next IT Support Engineer.

The IT Support Engineer is a key contributor responsible for the routine maintenance and configuration of Network Video Recorders, cameras, audio devices, and networking equipment. This role involves troubleshooting issues, collaborating with customers and technicians, and providing guidance. In-depth training is provided to ensure expertise in all job responsibilities.

Job Highlights:

-Day 1 HMO for you and two (2) of your dependents.

-Annual and Performance Based Salary Increase

-Additional Leave Credits

Duties & Responsibilities:

• Answer, process, and document incoming calls from technicians and customers.
• Execute advanced troubleshooting steps, ask clarifying questions, and identify root causes of concerns.
• Maintain effective call/ticket ownership, ensuring timely resolutions and ongoing communication on complex issues.w
• Ensure compliance with corporate and departmental policies and procedures.
• Assist the Project Management team in preparing new accounts for monitoring.
• Handle complex problems, including troubleshooting IP cameras, networking (wired/wireless) issues, audio units, network video recorders, servers, and power controllers.
• Escalate issues to higher-tier specialists or field service dispatch when necessary.
• Provide expert instruction to field technicians over the phone.
• Collaborate with customer/3rd party personnel to resolve internal network issues.
• Participate in special projects and perform other duties as required.
• Work closely with a team for daily tasks, remaining in constant communication via voice chat.
• Demonstrate the ability to manage time, organize and prioritize tasks, and exhibit ownership in a remote professional arrangement.
• Maintain confidentiality and express understanding/empathy toward clients and their situations.
• Utilize active listening skills, probing and troubleshooting questions, and creative, thorough problem-solving with a target for first contact resolution.
• Demonstrate excellent writing, interpersonal, and communication skills.
• Ability to handle stress and adapt to change.
• Ability to ask for assistance in a timely and prepared manner.

Qualifications:

• Graduates of Bachelors Degree in any of the following courses - Information Technology, Computer, Engineering and Business.
• Professional Technology Certifications (Microsoft, ITIL, CompTIA, Cisco, etc) are highly desirable.
• Applicants with 3 years (or more) of working experience in a similar technology role, preferably with advanced technical support experience in the Help Desk / Service Desk supporting Remote Services.
• Experience in CCTV with IP Cameras, VMS Systems, network appliances.
• Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
• Knowledge in Remote Troubleshooting (VNC\TeamViewer\Splashtop).
• Experience in a ticketing system, preferably Freshworks\Field Service Lightning – or similar ITIL-enabled helpdesk platform.
  
• Highly effective communication and customer service skills that can build strong relationships with peers, colleagues, and customers.
• Must be a team player and flexible to adapt to an environment that constantly changes. Ability to solve complex problems and interpret instructions.
• Computer savvy and shows keen interest in learning new technologies in a fast-paced working environment.
• Can create reports and have presentation skills.
  
• Willing to work in Ortigas Center, Pasig City.
• Open to work during evenings, weekends, and holidays.

Why join Stealth Monitoring?

At Stealth Monitoring, we invite you to make a difference. Take over a position that creates community impact.

Get to work with skillful team members and experience limitless growth.

Choose to be exceptional and be part of the never-ending cycle of innovation, transformation and evolution of surveillance technology.