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Technical Support Lead

3 months ago

Manila, National Capital Region, Philippines NTT Philippines Digital Business Solutions, Inc. Full time

Qualifications

Bachelor's/College Degree in Computer Engineering, Computer Science, Information TechnologyHas experience in handling the same post or any related experiencesWilling to work in BGC, Taguig (Mon-Fri) 7:30am-4:30pmCan start ASAP/30 days JOB DUTIES AND RESPONSIBILITIESSupervise a local desktop support groupEnter and report technical problems, causes and solutions within the ticketing systemMonitor Support operations and escalate tickets to ensure clients' problems are handled as expeditiously as possibleProvide excellent technical and customer serviceMentor other technicians and lead recommendations for enhancing approaches for support services, while collaborating with other cross-functional groupsTroubleshoot 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 issuesLead and support key identified projects including but not limited to rollouts and upgradesResponsible for hardware standards, system images, desktop and management of Kaseya Create and maintain documentation for standard Technical Support policies, procedures and practicesOversee Hardware and Software asset managementAnalyzing customer cases to identify trends and specific customer pain-points to drive improvement in service quality and effectivenessWorking directly with customers as a management point of contact to provide assurance, confidence and assistance as requiredOwning and driving various aspects of quality assurance from a technical support team perspectiveMonitoring key performance indicators such as service levels, contact counts and quality metricsSupporting the hiring and recruiting of new talent into the organizationAssist your manager with team oversight