Technical Support Lead

7 hours ago

Ayala Alabang, National Capital Region, Philippines beBeeSpecialist Full time ₱1,500,000 - ₱2,000,000
Lead Tier 1 Support Engineer

As a proactive and experienced technical support specialist, you will oversee the provision of exceptional first-line support. This role is critical to ensuring seamless customer experiences, leading a team of technical engineers, and serving as the operational bridge between users, secondary teams, and management.

Key Responsibilities
  • Lead and mentor a team of technical support engineers handling customer inquiries, incidents, and service requests.
  • Ensure SLAs and KPIs are consistently met across the technical support function.
  • Provide hands-on guidance to help resolve escalated technical issues and aid team members in their development.
  • Monitor team performance and productivity; conduct regular coaching and performance reviews.
  • Collaborate with secondary and tertiary teams to ensure proper escalation and resolution processes.
  • Maintain and update knowledge base articles and standard operating procedures.
  • Contribute to shift planning, resource scheduling, and on-call rotations as required.
  • Help improve support processes, tools, and documentation to drive continuous service enhancement.
Qualifications & Skills
  • Proven experience (23+ years) in IT support, including 1+ year in a lead or supervisory role.
  • Strong technical understanding of common enterprise systems (Windows/Linux, networking, user support).
  • Familiarity with ITIL practices (Incident, Request, Escalation management).
  • Experience with ticketing tools (Connectwise Manage/PSA appreciated).
  • Excellent communication, leadership, and team coordination skills.
  • Ability to prioritize and manage time effectively in a fast-paced environment.
  • Analytical mindset with a focus on service quality and operational excellence.
Nice to Have
  • Certifications: ITIL Foundation, Microsoft, CompTIA A+, or equivalent.
  • Exposure to RESTful service principles or cloud environments (AWS, Azure).
  • Experience in a multi-time-zone or global support environment.

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