ePLDT Inc.

Cloud Contact Center Support Engineer

  • Mary Adrian Bautista
  • August 31, 2017


  • Monitors all Contact Center Applications Network Monitoring System and log all information in the monitoring checklist.
  • Performs Server checking and log information to monitoring checklist. – such as checking event viewer logs, computing utilizations and uptime.
  • Provides assistance in troubleshooting and resolving incident report.
  • Collects all details related to Incident/Problem from clients/other group and input all information into Incident Management/Ticketing System.
  • Provides regular updates (voice, email, SMS, chat) and work closely to all concerned groups – technical, non-technical group and clients. Input all updates and information into the Incident Management/Ticketing System.
  • Performs necessary ticket escalation to Team Leaders, Specialist, Architects and Other Service Delivery Operations Group.
  • Visits Customer’s premise to perform application installation and PC related troubleshooting.
  • Fulfills client’s various service request.


  • Bachelor’s Degree in ECE, CoE, ComSci, IT and ICT related course.
  • At least 1 year  as Technical Support/Engineer – call handling; PC configuration and troubleshooting; client request handling and ticketing
  • Hands on experience in Windows Desktop Operating Systems and Servers
  • Experienced working in Contact Center operations is an advantage
  • IT Certification such as Microsoft Certification is not required but an advantage
  • Ability to interface or communicate with technical and non-technical level
  • Open to work in a shifting schedule and on call


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