Senior Technical Operations Manager

3 days ago

Manila, National Capital Region, Philippines Outsourced Quality Assured Services Inc. (ISO Certified) Full time

At Outsourced Quality Assured Services Inc. (ISO Certified), we are committed to providing a positive and supportive work environment where all staff can thrive. Our team is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification.

Job Summary:

We are seeking a highly skilled Senior Technical Operations Manager to join our Managed Services team. As a key member of our team, you will be responsible for handling complex technical issues from the Service Desk and interacting directly with customers to resolve their IT problems.

Key Responsibilities:

  • Technical Support: Serve as a frontline engineer to our customer base, resolving issues to ensure productivity.
  • Escalation Point: Provide expert troubleshooting support as an escalation point for complex Service Desk issues.
  • Remote Troubleshooting: Perform remote troubleshooting for workstations, networks, and servers to resolve intricate technical issues.
  • Access Solutions: Manage and support remote access solutions, including VPN, hardware/software, Terminal Services, and Microsoft Azure.
  • Hardware Upgrades: Assist in hardware upgrades/replacements and Hosted Services Migrations such as Microsoft 365 (Exchange/SharePoint) and Microsoft Entra (AD/Intune).
  • Team Guidance: Provide functional direction to Tier 1 & Tier 2 team members, supervising their work and guiding them through complex tasks.
  • Customer Support: Travel on-site to support customer environments as needed, ensuring high-level technical assistance and customer satisfaction.
  • New Equipment: Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
  • On-Call Support: Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
  • Adherence: Adhere to all standard operating procedures and policies.

Required Skills and Qualifications:

  • Technical Experience: 5+ years of technical support experience in a Managed Services Provider (MSP) setting.
  • Expert-Level Experience: Demonstrated expert-level experience in server, desktop, storage, networking, and advanced IT concepts, and policies.
  • Troubleshooting Skills: Demonstrated analytical thinking skills and troubleshooting skills.
  • Prioritization: Ability to prioritize based on issue criticality.
  • Documentation: Strong documentation skills for both users and internal staff.
  • Operating Systems: Windows Desktop and Windows Server 2016+
  • Server Hardware: Server Hardware configuration (SAN, iDRAC, ILO, RAID)
  • Networking Protocols: Networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS
  • Cloud Services: Microsoft 365, Google Workspace, and Remote Desktop Services
  • Entra (Azure): Entra (Azure)
  • Security Features: Conditional Access / DLP / Intune
  • DNS/DHCP: DNS/DHCP
  • Documentation Practices: Documentation practices
  • Process Compliance: Process compliance

Soft Skills:

  • Customer Service: Strong customer service orientation with a patient and empathetic approach to resolving user issues.
  • Problem-Solving: Being a self-starter and analytical and critical thinker.
  • Decision-Making: Strong decision-making skills based on issue priorities.
  • Communication: Strong written and verbal communication skills.
  • Mentorship: Mentorship of junior staff, training exercises.
  • Time Management: Time and task management.
  • Industry Trends: Staying in tune with industry trends, tools, and the security landscape.
  • Technical Expertise: Understanding and solving technical issues with little guidance.
  • Interpersonal Skills: Strong interpersonal skills, including strong verbal, written communication skills, and excellent listening skills.
  • Scenario Explanation: Articulating advanced technical scenarios, in common terms, to customers.
  • Adaptability: Adapting to changing priorities and special projects.
  • Attention to Detail: Attention to detail.
  • Sense of Urgency: Exhibiting a sense of urgency to customers/peers.
  • Positive Attitude: Positive attitude and a proactive approach to problem-solving.

Nice to Have:

  • Certifications: Certifications in Microsoft, Cisco, or security (e.g., CCNP, CISSP).
  • Project Coordination: Experience with project coordination and MSP related tools. Microsoft 365 / Entra (Azure) certifications.
  • CCNP/CISSP Certifications: CCNP / CISSP certifications.
  • Project Coordination Skills: Project coordination skills.
  • MSP Related Tools: MSP related tools experience (PSA, RMM, MDM, Net Monitoring, etc.).
  • Scripting Languages: BASH, VBScript, and/or Python competency.
  • PowerShell: PowerShell and/or Scripting/Automation.
  • OSX Troubleshooting: OSX troubleshooting.
  • Android/iOS Administration: Android / iOS administration and troubleshooting.
  • VoIP Systems: VoIP Systems.
  • Virtualization Platforms: Virtualization platforms.
  • Storage Solutions: Storage solutions.

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