Technical Support Supervisor

3 days ago

Makati City, National Capital Region, Philippines Xtreme Offshore Outsourcing Inc. Full time ₱450,000 - ₱600,000 per year

JOIN OUR GROWING IT TEAM

  • Direct Hiring

  • Full time, Onsite (MAKATI CITY)

  • Negotiable salary based on skills and experience

  • Task focus mainly in Software/System-related support

  • At least 5 years of experience or higher

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.

Requirements

  • Preferably has a background in Software/IT support with BPO environment (e.g., Aćĉentùrē, IɃḾ, Ĉôgnĭzànt, etc.)
  • Has at least 5 years of experience or higher
  • Technical Expertise : Networking, Windows and Linux operating systems, and SQL databases
  • Networking Basics : IP addressing, DNS, DHCP, firewalls, VPNs, and basic troubleshooting (ping, traceroute).
  • Windows OS Knowledge : User management, services, registry, and event logs.
  • Linux OS Fundamentals : Common commands, shell scripting basics, file permissions, and system logs.
  • SQL Database Basics : Run basic queries, understand schemas, and perform troubleshooting on connection or query-related issues.
  • Tools Proficiency : Experience with ticketing and monitoring tools like Zendesk, Jira, ServiceNow, Zabbix, or Nagios.
  • Time Management : Adherence to SLAs.
  • Process Improvement : Familiarity with ITIL /other support frameworks
  • Adaptability : Comfortable working in fast-changing environments and technologies.
  • Leadership and Team Management
  • Communication Skills
  • Problem-Solving and Decision-Making
  • Customer Service Orientation
  • Analytical Thinking

Job Type: Full-time

Pay: Php45, Php50,000.00 per month

Application Question(s):

  • This opportunity has an onsite work set up. Are you okay reporting onsite in our Makati City office?
  • How may years of experience do you have as Technical Support Supervisor (IT related services)?
  • Are you available for a virtual initial interview? Please let us know your available schedule.

Work Location: In person

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