service delivery

Service Delivery

The Service Delivery Group provides MDI and Novare’s clients with Business and Operations Support (BSS/OSS), Training, and Helpdesk Services. Our team is committed to providing consistently outstanding service, and has received commendations from RIM (makers of BlackBerry) as one of the best in the Asia-Pacific region.

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Systems Administrator / Solutions Engineer
MDI and Novare Technologies’ System Administrators and Solutions Engineers provide onsite support in the deployment, configuration, installation, troubleshooting, and upgrades of local or offshore projects of the company’s clients. At MDI and Novare, they work together with the Solutions Consultants, Business Analysts and Project Managers to work towards shaping next generation technologies that could cater to various industries and clients. You will be exposed to different projects that will challenge your mental ability and to different clients that will surely hone your inter-personal skills.

 

Roles and Responsibilities

  • Provides onsite support for clients (carriers or end-users depending on project being handled) should problem could not be resolved remotely or by Support Engineers
  • Assists in the product demo to prospective clients and addressing of technical questions or concerns put forth by clients’ IT personnel
  • Performs onsite deployments and systems integration from setting up of server to installation, testing and maintenance of service
  • Assists in the research, sourcing and implementing of resolutions to issues
  • Coordinates with technical counterparts in the course of troubleshooting of systems
  • Provides documentation and reports on tasks or issues handled
  • Be on call 24/7; Provides onsite support during off hours should the need arise (with prior approval from manager)
  • Provides accomplishment reports regularly by using the ticketing system
  • Performs other duties as assigned by management from time to time.
  • Creates macros or scripts to automate system and monitoring applications.
  • Assists the Solutions Consultants on BES training to clients

 

Job Competencies

  • Bachelors/Masters Degree in Computer Science/Information Technology, or equivalent experience preferred
  • At least one year related work experience
  • Technical/ Functional Skills. Refers to the skills directly required for the competent performance of the job.
    • Good working knowledge of OS (Windows Servers, UNIX: Linux/Solaris, etc.)
    • Application Server administration and deployment (Glassfish, Websphere, JBoss, tomcat etc. )
    • Mail servers (MS Exchange, Lotus Domino, Sendmail and/or Postfix)
    • Competent knowledge of network administration
    • Competent knowledge of SS7, CIMD2 and other GSM protocols
    • Basic knowledge of mobile architecture and/or technology
  • Non-Technical/ Non Functional Skill.
    • Problem Solving skills – Must be able to think analytically to provide resolution for problem/issues at hand
    • Communication skills – Must be able to effectively communicate with clients, technical counterparts and all levels of staff verbally and in writing.
    • Good Customer Service – Must be able to handle effectively irate clients an peer pressure.
  • Behavior/ Attitudes. Refers to the values, behavior, and attitudes expected to manifest during the course of work in terms of work complexity, interpersonal relationships, and work pressure.
Support Engineer
Novare Technologies’ Support Engineers are responsible for providing support via phone, email, remote connection, and chat for the company’s internal and external clients. Novare’s Support Engineers create tickets for issue tracking, and they expertly troubleshoot the incidents to resolution. Novare takes pride of their Support Engineers as they have always exemplified the best customer experience to our clients, keeping our customers’ satisfaction at the forefront.

 

Roles and Responsibilities

  • Provides Level 1 support for both internal and external clients (carriers or end-users depending on projects being handled) via phone or email
  • Documents issues and resolutions for reference by opening trouble tickets and tracking issues to resolution
  • Troubleshoots issues by using all the available resources that the group has
  • Handles escalation and coordination with solutions engineers and/or technical counterparts if problems cannot be resolved
  • Monitors supported running applications of internal and external customers and does basic troubleshooting should problems occur
  • Monitors of pending issues and follow ups.
  • Generate reports on a weekly basis
  • Personal evaluation through MBO and PMS
  • Performs other duties as assigned by management from time to time

 

Job Competencies

  • Bachelors/Masters Degree in Computer Science/Information Technology, or equivalent experience preferred
  • No previous experience necessary; requires only a few weeks of familiarization
  • Technical/ Functional Skills. Refers to the skills directly required for the competent performance of the job.
    • OS familiarity (Windows, UNIX: Linux/Solaris, etc.)
    • Basic knowledge of mail servers (MS Exchange, Lotus Domino, and/or Postfix)
    • Knowledge of mobile architecture and web technology
    • Basic knowledge on Data Communication
    • Familiarity on ITIL processes
  • Non-Technical/ Non Functional Skill.
    • Leadership skills
    • People management
    • Very good interpersonal and communication skills
    • Problem solving skills
  • Behavior/ Attitudes. Refers to the values, behavior, and attitudes expected to manifest during the course of work in terms of work complexity, interpersonal relationships, and work pressure.