Technical Support Manager

Job brief 

A Tech Support Manager plays a crucial role in both Information Technology and IT service management,  as this position juggles several communities simultaneously: the Tech Support team, internal users or  customers, vendors, and the rest of the IT Team. We are looking for a Tech Support manager, who will be  responsible for leading our technical support team to provide excellent customer service and resolution.  As a Tech Support manager, he should possess a solid technical background combined with customer  service experience. A problem-solving attitude with an ability to motivate your team to achieve specific  goals are essential skills to perform well in this position. 

To meet the qualifications specified: 

1. Educational Background: A degree in a relevant field, such as Computer Science, Information Technology, or a related discipline, is a requirement. 

2. Experience: While not explicitly mandatory, experience in fields like Computer Science or IT is considered advantageous. It may provide a practical understanding of the domain that can be beneficial in this role. 

3. Personal Traits: Being a natural helper and enjoying assisting people with their computer issues are essential qualities. Additionally, the ability to simplify and effectively communicate technical details to individuals with varying levels of technical knowledge is a significant advantage. 

If you possess the educational qualification, experience, and the mentioned traits, it's likely you fit the criteria for this role. Demonstrating your passion for helping people with technical issues and your ability to communicate complex information in an understandable manner during the application. 

Skills Required

• Reporting and data analysis skills 

• Excellent communication skills and customer handling skills. 

• Excellent organizational skills 

• Excellent excel and presentation skills. 

Strong customer service, analytical, and problem resolution skills required. 

• Incident Management experience – Managing incidents including business expectations and communication. 

• Experience in collaborating with internal and Operations teams. 

• Experience with Knowledge management 

• Experience in Vendor management 

• Experience in Service Desk application, KPI and SLA reporting. 

• Imperative to be able to multitask and provide focused attention on high-priority issues to  ensure all important activities are addressed in a timely manner. 

• Must be able to manage effectively overall team stress and coach tech team on stress management techniques. 

• Effective verbal and written communication skills are critical to keep upper management  informed, influence decisions and develop healthy business relationships with our company's  leaders

WORK HOURS

• Ability to travel, work after hours and be part of an after hours(on-call) rotation. (US Hrs.)

Experience

 Minimum 3- 5-year previous IT Tech support lead/manager experience 

Tech Support Manager Job Description – Manila 

Responsibilities: 

• Responsibilities managing complete tech support team members 

• Oversee the daily IT requirements of the company, including user management,  troubleshooting, and providing assistance and advice on LAN, WAN, network segments,  internet, and managing intranet mail server systems.

• Handle hardware and software installation, maintenance, and repair, identifying and  managing high-risk projects. 

• Develop and maintain the company's IT systems, software, and databases, implementing  improvements and reporting to management. 

• Manage company policies and security updates, configure OS servers and applications, and  handle the installation and configuration of network desktops/PCs. 

• Troubleshoot and resolve TCP/IP and network-related issues, and manage the installation,  maintenance, and troubleshooting of LAN and WAN. 

• Install, troubleshoot, and resolve issues with various hardware including printers, network  cards, modems, routers, firewalls, VLANs, switches, hubs, NICs, web cameras, digital cameras,  smartphones, scanners, and server application software updates. 

• Monitor and control user downloads from the internet to ensure compliance with company  policies. 

• Maintain project, servers, and conduct BCP testing on each server periodically. 

Requirements: 

• 7+ years' experience managing and troubleshooting Server and Windows systems applications,  Knowledge of VMware and cloud hosting providers. 

• Ability to exercise judgment to determine appropriate solutions for customer's technical issues.

 
• Telephony: Understanding of SIP, WebRTC, VoIP, analysis, troubleshooting call quality, 

• Take complete ownership of supporting customer VoIP deployments by debugging issues and providing fixes. 

• Should have basic knowledge in Azure, Microsoft Intune -MDM, Device Enrollments. 
• Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications. 
• Familiarity with DNS, Active Directory Services and protocols like SMTP, SNMP, etc. 
• Promotes and solicits ideas within project team(s). 

• Ability to handle critical customer issues/problems. 

• Intermediate knowledge of hardware. 

• Demonstrated proficiency with the following Technical Skills. 

• Should have good Knowledge of TCP/IP networks and identifying the site down issues. 
• Good verbal communication skills. 

• Understanding of Firewall's, DLP, EDR, Proxy concepts. 

• Experienced in resolving issues affecting customer satisfaction. 

• Working hours for this role varies depending on covering 24/7, 

With 2 Fixed week offs in a week.

 
• Fundamental understanding of ITSM, ITIL, or CMDB. 

Required Skill Set: MS Office, Windows Troubleshooting, ITIL, Basic Networking,Understanding on EDR , DLP Tools , Firewalls , VMware/ Citrix workspace Client setup troubleshooting , Active Directory, Basic Concepts of O365 Exchange admin, Microsoft MDM & Intune.