Associate Engineer

Summary

The job is for a full-time Associate Engineer at Thrive in the Philippines. The role involves coordinating incident and service requests within the RSC, ticket queue management, ad hoc dispatch requests, client scheduling, and more. The position requires a four-year degree from an accredited college or university in computer sciences, business administration, public administration, mathematics or related field.

Requirements

Minimum of a four-year degree from an accredited college or university in computer sciences, business administration, public administration, mathematics or related field

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
• Handle customer service when required based on service
• Handle technician level service request on an as needed basis