Help Desk Engineer (Level 3 Support) | Alabang
Alabang, Muntinlupa
The Role
As a Help Desk Engineer (Level 3 Support), you will be responsible for providing advanced technical support to resolve complex issues and challenges related to our software systems and databases. Your role will involve bug verification and escalation, data correction, SQL data cleanup, investigating integration errors, and various tasks related to database management and system maintenance.
Additional Details
- Salary Range: PHP 50,000 – 55,000 monthly package
- Work schedule: Night shift following Eastern Standard Time
- Work set-up: Work-From-Home (Remote but preferably residing in South Metro Manila)
Key Responsibilities
Solve customer problems using various tools and workflows, including:
– Bug Verification and Escalation
– Data Correction and Cleanup
- Troubleshooting for internal (Tableau-based) reporting tool
- Investigation of Errors impacting our External Integrations
- Audit and Database Investigation
- User management
- API Integrations
– Configure and troubleshoot complex application features including:
- Advanced Reporting Tool
- Tableau
– Custom Dashboards
- In app + SQL snippets
– Workflow and Setup Troubleshooting:
- • In app + Ruby code snippets
– Communication Rule Definition Changes:
- In app + Ruby code snippets
Accounting Exports:
- In app + FTP
Experience and Skills Desired
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- Coding experience is not necessary, but an understanding of how SAAS platforms operate is required
- Moderate experience constructing SQL queries and performing SQL updates required
- Additional experience with SQL and especially PostgreSQL is a plus
- Moderate experience with HTML
- Moderate experience with Regular Expressions
- Have worked on an a SAAS application
- Experience with Zendesk
- Experience in a technical support role
- Excellent verbal and written communication skills
- Critical thinking and creative problem-solving skills
- Experience in communicating technical ideas to non-technical audiences
- Ability to learn new tools and software quickly
- Positive, self-starter attitude
Where will you be working
Civicom’s main office is located on the 7th floor of the Unioil building in Madrigal Business Park, Alabang, Muntinlupa City. Situated 10 minutes walking distance away from lifestyle centers such as Alabang Town Center and Molito’s park-like green space, we are also conveniently close to public transportation at the intersection of Daang Hari Avenue and Zapote Avenue.
If you’re the person we’ve been looking for, you can expect:
- Full-time employment with the opportunity of regularization in as early as 3 months
- A company-sponsored Health Maintenance coverage on Day 1
- Quarterly Performance Bonuses
- Perfect Attendance Bonus
- 10 accrued Sick Leave credits in a year, commutable to cash
- 10 Vacation Leave credits in a year, among others
- Promising career growth and learning opportunities
- The opportunity to collaborate with the other teams and business units in the company, including our global business leaders
- Having a hand in our mission to uplift those who live in extreme poverty simply by being part of our team of Really Good People
Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.