Software Programmer/Engineer Support

RESPONSIBILITIES:
The position is responsible for diagnosing and troubleshooting product software incidents reported by customers and/or Aperture field personnel. Initiate the troubleshooting process on Severity Level 3 & 4 incidents.  Acquire and obtain additional product knowledge required for the diagnosis on higher impact severity classification incidents.

* Customer Support Engineer will conduct remote product break fix incident diagnosis.  Responsible for gathering and documenting detailed information on incidents being reported by customers and Aperture field personnel in the Call Center incident management portal.
* Conduct product break fix diagnosis.  Initiate the troubleshooting process and diagnosis of incidents.  Provide customer and Aperture Services with status updates on incidents being worked on whenever possible.
* Installation and configuration of customer and/or Aperture Services files required to reproduct incident reports as necessary.
* Customer Support Engineers will be assigned projects as required in the department.  The objective on the assignment of proposed projects by the Support Manager will be to improve the quality of support delivered to customers and improve the efficiency of the daily operation of the department as required.

REQUIREMENTS:

* Candidate must possess at least a Bachelor’s/College Degree , Computer Science/Information Technology or equivalent.
* At least 2 years of technical experience is required for this position.
* Strong customer relations.
* Able to work under pressure in a fast paced environment.
* Extensive telephone and email contact with customers and Aperture field personnel.
* Excellent verbal and written cmmunication.
* Problem solving skills.
* Knowledge of one or more of the following is highly desirable:
o  SQL Server
o Web development tools (HTML)
o Previous Help Desk or Call Center experience
o In-depth understanding and knowledge of Windows (security)
o Web Server applications (MS IIS)
* Must be willing to work on night shift.
* Full-Time positions available.

Company Name :
EEAL-ROHQ (Emerson Network Power Shared Services)
Industry :
Electrical & Electronics
Type of Company :
Private Limited Company, Foreign Based Company
Location :
31/F Orient Square Bldg., Emerald Ave., Ortigas Center Pasig City 1600