IT Support Manager

5 days ago


Manila, National Capital Region, Philippines NICE Systems UK Limited Full time

We are seeking an IT Support Manager to join our team. In this role, you will be responsible for providing advanced technical support via various channels, utilizing tools and expertise to analyze logs, traces, and packet captures for issue resolution.

This role is crucial in mitigating financial risks for clients and enhancing the value they receive from our solutions. By restoring service promptly, improving understanding, and addressing chronic issues, we not only boost customer satisfaction but also contribute to their long-term success and loyalty.

To succeed in this position, you will need to demonstrate deep expertise in core technologies and at least one other specialty, developing proficiency in a second area. You will also be expected to exhibit professional and assertive verbal and written communication, taking ownership of troubleshooting efforts to instill confidence in customers and stakeholders.

  • Drive process improvements to enhance efficiency and effectiveness, encouraging productive debate and discussion to thoroughly resolve issues.
  • Ensure cases progress according to SLA targets, providing root cause correction and tenaciously resolving core issues.
  • Proactively manage cases based on severity and priority, collaborate with internal stakeholders, maintain KCS certification, and provide training and support to colleagues in real time.

The ideal candidate will have a Bachelor's degree in computer science, Business Information Systems, Networking or a similar field, or equivalent work experience required. Additionally, 5+ years' technical customer service experience, preferably in technical support, is essential.

We offer a fast-paced, collaborative, and creative environment where every day is an opportunity to learn and grow. Our teams are comprised of the best of the best, and we are committed to equal opportunities for all applicants.



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