technical support team lead

1 week ago


Makati City, National Capital Region, Philippines TASQ Staffing Solutions Full time

Qualifications:

  • Bachelor's/College Degree in Computer Science/Information Technology or equivalent.
  • Minimum 3 years experience specializing in managing Technical Support or equivalent.
  • Minimum 5 years experience with Hardware/Software troubleshooting, especially on Microsoft Products.
  • Deeper understanding of Desktop Engineering, tools, and methodologies.
  • Basic understanding or experience in SCCM, MECM preferred.
  • CCNA and/or MCP certification.
  • ITIL Service Delivery qualification is highly appreciated.
  • Deep knowledge of desktop OS (Windows and Mac), GPO, and security settings.
  • Minimum 3 years working experience for rollout of minimum 200 desktops in an enterprise setup.
  • Working knowledge of network and server work.
  • Excellent communication and interpersonal skills, both written and verbal.
  • Experience with ticketing systems, CCTV, door access, PC, and laptop troubleshooting.
  • Strong customer service focus.

Responsibilities:

  • Encourage team members and communicate business goals.
  • Oversee daily operations in the absence of the manager.
  • Monitor team performance and report on metrics.
  • Seek alternatives and think outside the box to resolve issues.
  • Work as a team member and individual, adaptable to changes.
  • Basic scripting and programming for automations.
  • Knowledgeable on Desktop Engineering is a plus.
  • Manage the use of agreed tools and methods to resolve user problems.
  • Define and monitor compliance with processes for setup and installation of hardware, software, applications, peripherals, and other ICT-based systems.
  • Escalate performance issues to minimize adverse impact on business continuity.
  • Report against performance metrics to enhance business performance and efficiency.

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