Transcom

Transcom is looking for talented individuals like you to join our awesome team! Be the next Sr. Telecoms Engineer/Telecoms Engineer for our Transcom Pasig site.

What's in it for YOU!

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team! 

• Day 1 HMO

• Meal & Transportation Allowance

• Rice Subsidy

• Clothing Allowance

• 24/7 Teleconsult

• Free Psychologist Consultation

• In-house & Online Pharmacy

• Scholarship Program

• Retirement Fund

• Free Meal & Medicine (through Transcom’s Tap Card Rewards)

• Loyalty Incentives

• Accidental & Life Insurance

• Free Shuttle Service

Join our Transcom Family as an Sr. Telecoms Engineer/Telecoms Engineer!

• To collaborate in a team dedicated to provide Telephony support to Transcom call centre operations which support activities are carried out remotely from  the Service support centres incl. Management of Avaya Automatic Call Distribution. Ensuring proper set up and configuration of vectors, VDNs, skills, and other ACD related objects, reporting and accounting systems
• Support within the integration of CTI applications and other related applications such as predictive dialers, accounting (Phonex) and voice recording systems (Qfiniti)
• Provide phone and remote service assistance
• Coordinate warranty and non-warranty repair work
• Hardware installation, configuration and maintenance
• Escalate to other IT departments or 3rd party vendors (Avaya, etc.) and track until resolution.
• Contribute in development of team mates to ensure customer service targets and  levels regarding application support are met.
• In collaboration with IT Application and Infrastructure teams perform 2nd line support, contributing including technology partners and other 3rd party solution providers
• In case fail over situation between Service Support Centres, perform service desk and 1st level application support activities.
• Tracking, escalation follow-up, and reporting for timely resolution of user incidents, problems and change requests according to the internal service delivery and support policies & procedures and agreed service levels,
• Support activities to global or regional projects for implementing new applications or new releases of existing ones.
• Continuously keeping up-to-date the area related internal knowledge base and prepare required documentation, procedure definitions in order to ensure effective support work and knowledge transfer toward 1st line support organization units

What we are looking for:

To be successful in this role you must…

Education:

● Bachelor’s degree in IT / Telecomm or related field.

● Avaya Certifications (ACE/ACS or similar)

● ACME / SCB Certifications

IT knowledge:

● AVAYA Aura products, Acme SBC, Media Server, Media Gateway, ACD, IVR, Telephony, IP Telephony in-deep technical knowledge and related experience

● Proficient knowledge of Avaya Aura solutions and configurations

● In-deep IP network engineering and voice protocols knowledge (particularly SIP)

● Expert with Avaya Site Administration, Terminal Emulator tools

● Avaya Call Management System related knowledge and reporting skills

● CTI applications related experience

● Practical experience with recording systems ie. NICE and Qfiniti

● Accounting system/ Phonex related knowledge

● Altitude related knowledge is a plus

Others, as:

● Call-center and CRM technology support skills and strong customer service experience

● Good knowledge of Remedy Incident Management or another problem reporting tool

for help desk operations

● Knowledge of Internet protocols, routing and site/server interconnectivity and good

understanding of TCP/IP, VLAN’s and other data network technologies

Experience

● Minimum 5 years’ experience in an IT Helpdesk role or an equivalent combination of education and experience.

● Possess strong working knowledge of call tracking systems, remote operational software, and other helpdesk tools. Experience of call centre technology is an advantage.

● Excellent verbal and written English communication skills. Knowledge of other European languages (i.e. French, Italian, Spanish, German, etc.) is a plus

● At least 3 years’ experience in management of large network.

Personal Characteristics

● Candidates must possess excellent conceptual and analytical problem solving abilities and must be able to troubleshoot issues in remote locations where on-site technical support is minimal

● Must have good verbal and written communication skills and be able to produce technical documentation

● Must be details oriented, able to work and act independently and able to plan and manage complex projects

● Organizational and analytical skills

● Timetable flexibility and initiative

What Life at Transcom is like!
At Transcom, we’re relentlessly committed to our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today, and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care, and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.