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Tech Support Manager

3 months ago

Manila, National Capital Region, Philippines Nezda Technologies, Inc. Full time

WorkSet-up: Full Onsite
Work schedule: Start shift 9PM or 10PM (Night Shift)
Company location: Ortigas

A Tech Support Manager plays a crucial role in both Information Technology and IT service management, as this position juggles several communities simultaneously: the Tech Support team, internal users or customers, vendors, and the rest of the IT Team. We are looking for a Tech Support manager, who will be responsible for leading our technical support team to provide excellent customer service and resolution. As a Tech Support manager, he should possess a solid technical background combined with customer service experience. A problem-solving attitude with an ability to motivate your team to achieve specific goals are essential skills to perform well in this position.

Responsibilities:


• Minimum 3- 5-year previous IT Tech support lead/manager experience

• Reporting and data analysis skills

• Excellent communication skills and customer handling skills.

• Excellent organizational skills

• Incident Management experience – Managing incidents including business expectations and communication.

• Excellent excel and presentation skills.

• Experience in collaborating with internal and Operations teams.

• Responsibilities managing complete tech support team members

• Experience with Knowledge management

• Experience in Vendor management

• Strong customer service, analytical, and problem resolution skills required.

• Experience in Service Desk application, KPI and SLA reporting.

• Imperative to be able to multitask and provide focused attention on high-priority issues to ensure all important activities are addressed in a timely manner.

• Must be able to manage effectively overall team stress and coach tech team on stress management techniques.

• Effective verbal and written communication skills are critical to keep upper management informed, influence decisions and develop healthy business relationships with our company's leaders.

• Ability to travel, work after hours and be part of an afterhours(on-call) rotation. (US Hrs.)

• Oversee the daily IT requirements of the company, including user management, troubleshooting, and providing assistance and advice on LAN, WAN, network segments, internet, and managing intranet mail server systems.

• Handle hardware and software installation, maintenance, and repair, identifying and managing high-risk projects.

• Develop and maintain the company's IT systems, software, and databases, implementing improvements and reporting to management.

• Manage company policies and security updates, configure OS servers and applications, and handle the installation and configuration of network desktops/PCs.

• Troubleshoot and resolve TCP/IP and network-related issues, and manage the installation, maintenance, and troubleshooting of LAN and WAN.

• Install, troubleshoot, and resolve issues with various hardware including printers, network cards, modems, routers, firewalls, VLANs, switches, hubs, NICs, web cameras, digital cameras, smartphones, scanners, and server application software updates.

• Monitor and control user downloads from the internet to ensure compliance with company policies.

• Maintain project, servers, and conduct BCP testing on each server periodically.

Requirements:

• 7+ years' experience managing and troubleshooting Server and Windows systems applications, Knowledge of VMware and cloud hosting providers.

• Ability to exercise judgment to determine appropriate solutions for customer's technical issues.

• Telephony: Understanding of SIP, WebRTC, VoIP, analysis, troubleshooting call quality,

• Take complete ownership of supporting customer VoIP deployments by debugging issues and providing fixes.

• Should have basic knowledge in Azure, Microsoft Intune -MDM, Device Enrollments.

• Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.

• Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc.

• Promotes and solicits ideas within project team(s).

• Ability to handle critical customer issues/problems.

• Intermediate knowledge of hardware.

• Demonstrated proficiency with the following Technical Skills.

• Should have good Knowledge of TCP/IP networks and identifying the site down issues.

• Good verbal communication skills.

• Understanding of Firewall's, DLP, EDR, Proxy concepts.

• Experienced in resolving issues affecting customer satisfaction.

• Working hours for this role varies depending on covering 24/7, With 2 Fixed week offs in a week.

• Fundamental understanding of ITSM, ITIL, or CMDB.

Required Skill Set: MS Office, Windows Troubleshooting, ITIL, Basic Networking, Understanding on EDR , DLP Tools , Firewalls , VMware/ Citrix workspace Client setup troubleshooting , Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune