IT Tech Support Lead

5 days ago

Manila, National Capital Region, Philippines Filinvest Business Services Corp. Full time ₱60,000 - ₱120,000 per year

Job Summary

The IT End User Support Lead acts as the primary layer of support for all technology concerns at the site, overseeing technical support operations and ensuring timely resolution of issues.

Duties and Responsibilities


• Providing VIP support to executives in the site


• Identifying hardware and software solutions.


• Troubleshooting technical issues.


• Diagnosing and repairing faults.


• Resolving network issues.


• Installing and configuring hardware and software.


• Speaking to customers to quickly get to the root of their problem.


• Providing timely and accurate customer feedback.


• Talking to customers through a series of actions to resolve a problem.


• Following up with clients to ensure the problem is resolved.


• Replacing or repairing the necessary parts.


• Supporting the roll-out of new applications.


• Providing support in the form of procedural documentation.


• Testing and evaluating new technologies.


• Conducting electrical safety checks on equipment.


• Maintain an accurate inventory of all assets and licenses in the site.


• Assist in audits and reporting for compliance.


• Support IT governance and cost optimization initiatives.

Technical Competencies and Skills

  • Strong troubleshooting skills for hardware, software, and network issues.
  • Knowledge of ITSM tools (e.g., ManageEngine ServiceDesk Plus).
  • Familiarity with Windows, macOS, and common enterprise applications.
  • Excellent communication and customer service skills.
  • Strong analytical and documentation skills.
  • Excellent communication and storytelling skills for technical and non-technical audiences.
  • Data-driven mindset; ability to interpret and present complex datasets clearly.
  • Strong project management skills.
  • Experience with ITIL, service management,
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication

Education, Trainings and Licenses Required

Education: Bachelor's degree in information technology, Computer Science, or related field. Experience:

  • Prior experience in tech support, desktop support, or a similar role
  • Experience with remote desktop applications and help desk software.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication
  • No mandatory licenses, certifications like ITAM (IT Asset Management) or Software Asset Management (SAM) Certification are a plus.

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