Desktop Support Engineer

Roles and Responsibilities:

1. Customer Management

• Act as the primary point of contact for clients, ensuring clear communication and alignment with their IT needs and expectations.
• Manage escalations, troubleshoot critical issues, and provide timely resolutions.
• Ensure customer satisfaction by monitoring service quality, gathering feedback, and implementing improvements.
• Maintain strong relationships with stakeholders, providing regular reports and updates on IT support and service performance.

2. Team and Internal Management

• Lead, mentor, and develop a team of IT professionals, ensuring they meet performance goals and service level agreements (SLAs).
• Allocate resources effectively to meet operational demands and optimize team productivity.
• Conduct regular team meetings, performance reviews, and training sessions to enhance technical competencies and professional growth.
• Foster a collaborative and solution-oriented team culture that aligns with company goals and customer requirements.
• Ensure adherence to company policies, IT security protocols, and compliance standards.

3. Technical Skills and Operations

• Provide hands-on technical support and guidance to resolve complex IT issues.
• Oversee system maintenance, troubleshooting, and implementation of IT best practices.
• Ensure timely updates, patch management, and system optimizations to enhance infrastructure stability.
• Collaborate with other IT teams to drive process improvements, automation, and technology upgrades.
• Stay updated with emerging technologies and industry trends to enhance team capabilities and IT service offerings.

Qualifications:

• Candidate must be graduate of Bachelor's Degree in any IT related course
• Must have at least 2 years experience as IT Team Lead or similar role.
• Experience in People Management, Handling L2-L3 Support
• Knowledgeable in creating technical reports, coaching and training.
• Willing to work on nightshift/shifting schedule
• Willing to work in Mactan International Airport.
• Must be open for Project Based Employment 1yr - RENEWABLE

Job Type: Fixed term

Contract length: 12 months

Benefits:

• Company events
• Opportunities for promotion

Work Location: In person