Technical Support III

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

The Sr. IT Support Engineer assumes a leadership role in the maintenance and configuration of advanced technology infrastructure, including Network Video Recorders, cameras, audio devices, and networking equipment. This position requires a high level of expertise in troubleshooting, collaborating with clients and technicians, and providing mentorship to junior team members. Rigorous training is provided to ensure mastery of 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:

• Lead the resolution of complex technical issues, providing guidance and mentorship to junior team members.
• Answer, process, and document incoming calls from technicians and customers, ensuring a high level of service.
• Execute advanced troubleshooting steps, ask clarifying questions, and identify root causes of concerns.
• Maintain effective call/ticket ownership, ensuring timely resolutions and providing continuous updates on intricate issues.
• Ensure strict compliance with corporate and departmental policies and procedures.
• Collaborate with the Project Management team to strategize and implement advanced monitoring solutions for new accounts.
• Manage and resolve complex problems, including troubleshooting advanced issues with IP cameras, networking (wired/wireless), audio units, network video recorders, servers, and power controllers.
• Evaluate and recommend cutting-edge solutions for escalated technical challenges.
• Escalate issues to higher-level specialists or field service dispatch when necessary.
• Provide expert instruction and mentorship to field technicians over the phone.
• Collaborate closely with customer/3rd party personnel to address internal network issues.
• Spearhead special projects, demonstrating leadership and expertise in technology integration.
• Work collaboratively with the team for daily tasks, maintaining constant communication via voice chat.
• Demonstrate excellent time management, organizational skills, and a strong sense of ownership in a remote professional arrangement.
• Uphold confidentiality and display understanding/empathy toward clients and their situations.
• Utilize active listening skills, probing and troubleshooting questions, and creative, thorough problem-solving for first-contact resolution.
  
• Exhibit exceptional writing, interpersonal, and communication skills.
• Navigate stress effectively and adapt to rapid changes in technology and processes.
• Request assistance promptly and with preparedness when needed.

Qualifications:

• Graduate of Bachelors Degree in any of the following courses - Information Technology, Computer, Engineering and Business.
• At least One (1) Professional Technology Certification (Microsoft, ITIL, Comptia, Cisco, etc) is required.
• Applicants with 5 years (or more) of working experience in a similar technology role, demonstrating leadership and advanced technical support experience in Help Desk / Service Desk supporting Remote Services.
• Extensive experience in CCTV with IP Cameras, VMS Systems, and network appliances.
• Expertise in monitoring systems such as Zabbix, Prometheus, etc.
• Mastery in Remote Troubleshooting tools (VNC\TeamViewer\Splashtop).
• Proven experience in a ticketing system, preferably Freshworks\Field Service Lightning – or a similar ITIL-enabled helpdesk platform.
  
• Exceptional communication and customer service skills that can build strong relationships with peers, colleagues, and customers.
• Proven leadership and adaptability to an environment that constantly changes.
• Advanced problem-solving skills and ability to interpret instructions.
• Innate curiosity and enthusiasm for learning and implementing cutting-edge technologies in a fast-paced working environment.
• Advanced report creation and 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.