Technical Support Engineer (with SQL expertise) - On-Site, BGC

The Technical Support Representative will be responsible for providing support through phone and email to all customers. The Representative will have strong problem-resolution abilities and should be able to maintain strong relationships with customers to facilitate issue resolution and to secure longer-term business. The other critical function is to take an active role in contributing to Company Knowledge Base (KB) data. The postholder will add and/or expand upon discoveries made during the advanced support process, with a goal to ensure field issues are reported to the departments that are critical to resolving systemic issues.

• Provide customer support and technical issue resolution via phone, email, web and other electronic mediums on company equipment, software, and servers
• Provide feedback on improvement opportunities based on current product behavior reported from customers
• Maintain expert-level functional knowledge of the company Video Group technology products
• Train customer IT staff on relevant operating, maintenance, and troubleshooting
• Train customer end-users in basic operation of Video Recording equipment and Management Software
• Generate documentation and knowledge transfer to other departments for relevant information
• Contribute to team effort by accomplishing relevant tasks as required
• Follow workplace operating and environmental, health and safety procedures and guidelines

• Certificate from college or technical school; or 3-years related experience and/or training; or equivalent combination of education and experience
• Sound technical knowledge of basic networking principles and wireless networks
• 3+ years of experience working with Web Services, MySQL, Microsoft SQL Server (MSSQL) and Application API
• 3+ years of technical support experience in a Help Desk or Technical Support Environment. Preferred knowledge of and experience with; technical support, microprocessor, digital and basic analog circuitry, & network principles
• 3+ years of experience supporting Software & Windows Operating Systems
• Wi-Fi setup and administration experience
• Firewall setup and administration experience
• Familiar with proper phone etiquette with effective listening skills
• Experience in resolving issues with integrated software/hardware solutions at the enterprise level
• Excellent interpersonal, communication, and enjoys being part of a team
• Willing to be on call during evening, weekends and scheduled holidays as part of a rotating on-call support schedule

We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.

Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.