Technical Support Supervisor

2 days ago

Makati, Philippines Xtreme Offshore Outsourcing Incorporated Full time

Overview

Xtreme Offshore Outsourcing Incorporated. On-site - Makati. 5-10 years experience. Bachelor’s degree. Full-time position.

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

Join our growing IT team

  • 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).
  • Familiarity with system administration tasks such as user management, services, registry, and event logs.
  • 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.
  • Comfortable working in fast-changing environments and technologies.
  • Experience with ticketing and monitoring tools like Zendesk, Jira, ServiceNow, Zabbix, or Nagios.

Technical Skills: Windows OS • Linux OS • SQL • Zendesk • Jira • ServiceNow • Zabbix • Nagios

Working Location

8th Floor, King\'s Court Building 1, Chino Roces Ave, Legazpi Village, Makati, Metro Manila, Philippines

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