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

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