Job Description:
- Manage and handle a team of junior to senior helpdesks
- Support and motivate the team in terms of achieving the ticketing Service Level Agreement (SLA)
- Manage team’s KPI and development
- Maintain good relationship to end-users and provide support to end-users to ensure smooth running of end users devices and infrastructure devices
- Assist in troubleshooting and resolving application issues.
- Maintaining and updating technical support documentation.
- Manage IT systems monitoring and reports
- Implement and monitor office Information Technology security and antivirus.
Requirements:
- Bachelor's degree in Computer Science/Information Technology or relevant field
- Minimum 5 years of total work experience with at least 2-3 years of experience in people management, handling similar functions.
- Experience working with multi-national companies
- Experience in staff development such as KPI creation, coaching in soft skills and technical skills.
- Competent at documenting standard/applications operating procedures
- In-depth knowledge of computer hardware, software, and OS (Windows and macOS)
- Comprehensive experience in Windows server administration and basic knowledge in Linux server administration
- Good understanding of TCP/IP, IP addressing and LAN Technology including switching and routing fundamentals.
- Knowledge of basic setup and configuration of Cisco devices such as firewall, switch, IP phones, wireless controller and access points are a plus.
- Microsoft Certified or Cisco Certified Network Associate (CCNA) is a plus
- Good interpersonal and communication skills to interact effectively at all levels.
- Strong analytical and troubleshooting skills
- Amenable to work onsite in Ortigas, Pasig City
