A Service Assurance Engineer is responsible for ensuring that IT services meet agreed-upon performance levels.
They monitor service performance, identify issues, and implement corrective actions to maintain high levels of
service availability and quality.
Key Responsibilities:

• Monitor service performance: Use monitoring tools to track service metrics such as uptime, response time,

and error rates.

• Identify and troubleshoot issues: Diagnose service problems, identify their root causes, and implement

solutions.

• Maintain SLAs: Ensure compliance with service level agreements (SLAs) by monitoring service performance

and taking corrective actions as needed.

• Implement service restoration procedures: Develop and implement plans to restore service quickly and

minimize downtime.

• Coordinate with other teams: Work closely with operations, development, and infrastructure teams to ensure

seamless service delivery.

• Provide technical support: Assist in troubleshooting service issues and providing technical guidance to other

team members.

• Document service issues and resolutions: Maintain detailed records of service incidents and their resolutions.
• Report on service performance: Prepare regular reports on service performance, highlighting key metrics and

trends.
Essential Duties:

• Take ownership of all incidents and requests coming into the service desk. While over the phone, email and

chat, be able to provide a pleasant support experience while addressing customer’s issues and requests,
handle escalations and effectively document the details and updates on requests, and issues within the
ticketing tools. Ensure all incidents and change requests are documented fully and meet our client’s and
management’s satisfaction before closing.

• Following up on all incidents and requests as per ticket handling procedures. Communicate information

between tier II Help Desk Technicians and our clients. Request additional information from clients as per
ticket notes and inform clients or partners of closed incidents and requests.

• Be responsible for meeting attendance requirements for your scheduled shifts. Complete any daily assigned

tasks that are within your tier responsibility before the end of your shift, or make the next shift aware of any
outstanding requests to be completed.
ENDEAVOR MANAGED SERVICES PHILIPPINES, INC.
10F South Tower RBC Sheridan Building, United Street corner Sheridan Street, Highway Hills, Mandaluyong City 1550 Philippines
Telephone: +632 8779 6540 loc. 4300 | www.endeavor-ms.com

• Serve as the first point of contact for customers seeking technical assistance
• Respond to requests for technical assistance via phone, chat or email.
• Diagnose and resolve technical hardware and software issues
• Advise customers on appropriate actions
• Log all help desk interactions
• Provides high level customer service to clients and customer
• Awareness of customer service principles and practices
• Ability to follow Help Desk procedures while working in an ITIL environment
• Ability to work within team-oriented, collaborative environment
• Ability to rapidly adapt and manage multiple demands concurrently while prioritizing issues in a fast-moving,

dynamic environment.

• Maintaining excellent communication, interpersonal, problem solving, and analytical skills and practices
• Escalate to Tier II Help Desk Technicians as needed to resolve issues.

Required Skills and Qualifications:

• Associate’s or Bachelor’s degree preferred – Computer Science, Networking or Engineering focus
• Work experience: 1 - 4 years of experience in Help Desk support in an ITIL environment
• Strong understanding of IT infrastructure, networking, and systems
• Experience with service monitoring tools and techniques
• Knowledge of ITIL and other service management frameworks
• Problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Willing to work onsite
• Willing to work in Mandaluyong City
• Willing to work on a permanent night shift

Job Type: Full-time
Pay: Php25,000.00 - Php40,000.00 per month
Benefits:

• Health insurance
• Life insurance
• Opportunities for promotion
• Promotion to permanent employee

Schedule:

• 8 hour shift
• Day shift

Supplemental Pay:

• 13th month salary

Education:

• Bachelor's (Required)