Thrive is hiring a
Associate Engineer

Summary

The job is for a full-time Associate Engineer at Thrive, a technology solutions provider. The role involves coordinating incident and service requests within the RSC, managing ticket queues, handling ad hoc dispatch requests, and creating daily reports among other duties. The position is based in Clark office in the Philippines.

Requirements

• Minimum of a four-year degree from an accredited college or university in computer sciences, business administration, public administration, mathematics or related field
• Ability to read, analyze, and interpret periodicals, professional journals, technical procedures, or governmental regulations
• Ability to effectively present information and respond to questions from groups of managers, public officials, and the general public
• Knowledge of basic service operations centers and customer satisfaction
• Demonstrated ability solid organizational skills and ability to achieve industry certifications

Responsibilities

• Assign new tickets to the appropriate engineering resources
• Reassign tickets based on priority SLAs
• Provide engineer queue management based on capacity and skillset
• Provide daily MSP reports as requested by the Manager
• Provide daily MSP roster as requested by the Manager
• Handle overflow for incoming call queue on an as-needed basis
• Create new tickets for overflow on an as-needed basis
• Identify variable billing request and seek approval by the Manager
• Provide daily ticket transfer communications between day shift and night shifts
• Provide Customer Service when required based on service
• Handle technician level service request on an as needed basis