Technical Support Lead | BGC, Taguig

Qualifications

• Bachelor's/College Degree in Computer Engineering, Computer Science, Information Technology
• Has experience in handling the same post or any related experiences
• Willing to work in BGC, Taguig (Mon-Fri) 7:30am-4:30pm
• Can start ASAP/30 days

JOB DUTIES AND RESPONSIBILITIES

• Supervise a local desktop support group
• Enter and report technical problems, causes and solutions within the ticketing system
• Monitor Support operations and escalate tickets to ensure clients’ problems are handled as expeditiously as possible
• Provide excellent technical and customer service
• Mentor other technicians and lead recommendations for enhancing approaches for support services, while collaborating with other cross-functional groups
• Troubleshoot issues as 3rd level support for problem recognition, research, isolation, resolution and follow-up for desktop (both hardware and software) and enterprise applications, local/networking printing, e-mail, connectivity, remote access, and hardware issues
• Lead and support key identified projects including but not limited to rollouts and upgrades
• Responsible for hardware standards, system images, desktop and management of Kaseya
• Create and maintain documentation for standard Technical Support policies, procedures and practices
• Oversee Hardware and Software asset management
• Analyzing customer cases to identify trends and specific customer pain-points to drive improvement in service quality and effectiveness
• Working directly with customers as a management point of contact to provide assurance, confidence and assistance as required
• Owning and driving various aspects of quality assurance from a technical support team perspective
• Monitoring key performance indicators such as service levels, contact counts and quality metrics
• Supporting the hiring and recruiting of new talent into the organization
• Assist your manager with team oversight