1. Lead the Technical Support Team : Supervise and coordinate the daily operations of the support desk.
2. Monitor and Improve Support Quality : Ensure tickets are resolved accurately and on time, with high customer satisfaction.
3. Escalation Handling : Act as the point of contact for escalated technical issues, including OS, network, or database-related incidents.
4. Training and Development : Train staff on technical fundamentals (network, OS, SQL) and customer service practices.
5. Collaborate with Engineering and Infrastructure Teams : Coordinate with other teams to resolve system-wide or complex technical problems.
6. Reporting and Analytics : Analyze performance metrics, ticket trends, and report findings to management.
7. Maintain Documentation : Ensure internal knowledge base and SOPs are up-to-date and comprehensive.
8. Customer Advocacy : Represent the customer’s voice in internal product or service discussions.
9. Ensure Technical Readiness : Verify that the team stays current with updates in OS platforms, networks, and database technologies.
10. Compliance and Policy Enforcement : Ensure support operations comply with internal policies, IT security standards, and SLA agreements.

JOIN OUR GROWING IT TEAM!

• Preferably has a background in Software/IT support with BPO environment (e.g., Aćĉentùrē, IɃḾ, Ĉôgnĭzànt, etc.)
• Has at least 5 years of experience or higher
• Direct Hiring
• Full time, Onsite (MAKATI CITY)
• Negotiable salary based on skills and experience
• Task focus mainly in Software/System-related support

1. Technical Expertise

• Strong foundational knowledge in networking, Windows and Linux operating systems, and SQL databases.

2. Networking Basics

• Understanding of IP addressing, DNS, DHCP, firewalls, VPNs, and basic troubleshooting (ping, traceroute).

3. Windows OS Knowledge

• Familiarity with system administration tasks such as user management, services, registry, and event logs.

4. Linux OS Fundamentals

• Experience with common commands, shell scripting basics, file permissions, and system logs.

5. SQL Database Basics

• Ability to run basic queries, understand schemas, and perform troubleshooting on connection or query-related issues.

6. Leadership and Team Management

• Ability to lead, mentor, and motivate support agents effectively.

7. Communication Skills

• Clear and professional communication with both technical and non-technical stakeholders.

8. Problem-Solving and Decision-Making

• Analytical approach to identifying root causes and guiding resolution.

9. Customer Service Orientation

• Strong focus on end-user satisfaction and empathy in support interactions.

10.Analytical Thinking

• Use of support metrics to improve performance and efficiency.

11. Time Management

• Prioritizing tasks and ensuring adherence to SLAs.

12.Process Improvement

• Familiarity with ITIL or other support frameworks for continuous improvement.

13.Adaptability

• Comfortable working in fast-changing environments and technologies.

14.Tools Proficiency

• Experience with ticketing and monitoring tools like Zendesk, Jira, ServiceNow, Zabbix, or Nagios.