Technical Support Supervisor

1 day ago

Mandaluyong City, National Capital Region, Philippines FASTEK PAYMENT SOLUTIONS INC. Full time

Summary

Technical Support Supervisor is responsible for overseeing the technical support team, ensuring efficient troubleshooting and resolution of technical issues. This involves supervising support staff, managing workflows, maintaining customer satisfaction, and improving IT support process. The supervisor will also collaborate with internal teams and vendors to optimize service delivery and technology infrastructure.

Key Responsibilities and Duties:

  1. Team Leadership and Performance Management

Supervise and mentor the technical support team to enhance productivity and service quality

Conduct regular performance evaluations, coaching sessions, and training programs

Monitor workload distribution and ensure adherence to service level agreements (SLAs)

Develop and implement strategies to improve first-call resolution and response times
2. Technical Support and Troubleshooting

Oversee the resolution of complex technical issues related to hardware, software, and networking

Act as the escalation point for unresolved or critical IT support cases

Ensure proper documentation and resolution of tickets using IT service management ITSM tools.
3. Customer Support and Satisfaction

Ensure high levels of customer satisfaction by addressing technical concerns effectively

Manage customer expectations and provide timely updates on issue resolutions

Work closely with clients and internal teams to ensure seamless IT Support
4. Process Improvement & Documentation

Develop and refine IT Support workflows and troubleshooting procedures

Maintain accurate records or support incidents, resolutions, and performance metrics

Identify areas for automation and process optimization
5. IT Asset and Resource Management

Oversee the procurement, maintenance, and inventory of IT Assets.

Ensure IT resources and tools are properly utilized and updated

Coordinate with vendors and service providers for IT-related purchases and maintenance
6. Reporting and Collaboration

Generate and analyze reports on technical support performance and incident trends

Collaborate with IT teams and other departments to improve system reliability

Ensure compliance with IT policies, security protocols, and best practices.

Qualifications:

  • Bachelor's Degree in Information Technology, Computer Science, Electronics and Communications Engineer, or a related field
  • IT Certifications (CompTIA A+, ITIL, Microsoft, Cisco) are an advantage
  • Minimum 5 years experience in tech support with 1-2 years supervisory or lead role
  • Strong knowledge on networking concepts (TCP/IP, DNS, DHCP, VPN)
  • Experience with operating systems (Windows, macOS, Linux)
  • Proficiency in hardware and software troubleshooting
  • Familiarity with ticketing systems and remote support tools.
  • Ability to perform basic scripting and automation (Powershelll, Bash, or Python is a plus)
  • Knowledge of IT asset management and procurement processes.

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