Current vacancies

Current Vacancies

ROLE PROFILE

Role title

IT Support Team Leader

Bonus    

 

Business Unit/Team

Technology

Location

Manila

Salary

Excellent

Team Size

 

Manager

 

 

 

Main Purpose of the Role

The role is responsible for the day to day operations of the IT Service Desk (1st line) and IT operations in Asia Pacific. Managing team performance and set direction for individuals within the team. Maintaining and improving service desk levels of support through the effective management of 1st line IT Support Engineers. Providing of technical, operational, and project support as required to ensure Manila IT services are provisioned correctly.

Key Responsibilities

Technology Support

  • Provides 1st and 2nd level of support for all applications and technologies being used by Truphone staff.
  • Prioritize urgent issues that arise over other tasks.
  • Handle escalations from 1st line engineers.
  • Analyse recurring incidents and identify technical problems that needs to be resolved.
  • Determines root cause of issues and implement permanent fixes to avoid recurring issues and bugs.
  • Create and distribute communications as required, e.g., Outage Communication, Scheduled Maintenance, IT Announcement, etc.
  • Document issues and develop troubleshooting guides whenever necessary.

Team Supervision & Management

  • Ensure that each engineer response to tickets and resolve them within the target SLA.
  • Provides guidance to 1st line IT Support Engineers in resolving moderate and complex technical problems.
  • Manages team’s task and projects and ensure they meet timelines.
  • Monitors the performance of each 1st line IT Support Engineer and conduct monthly reviews.
  • Provides coaching and trainings.
  • Ensure that the team follows IT standards, protocols, and policies.
  • Manages team schedule to ensure adequate staff to meet service levels.
  • Manages recruitment of new engineers if necessary.

Continuous Improvement

  • Conducts QA for all closed tickets weekly and review them based on Ticket QA score sheet.
  • Create, review, and analyse IT Service Desk reports for 1st line team.
  • Monitor and assist when necessary to ensure effective coordination of engineers to users.
  • Maintains knowledge base articles and communicate it to ensure all team members are well informed of different processes and technical procedures.
  • Regularly monitor IT services locally and other sites.

Deployment & Implementation

  • Executes deployment of IT solutions according to specifications and procedures from IT Support Manager.
  • Manages procurement of IT equipment and raising of purchase orders.

Information Security

  • Ensure the application of hardware and software security standards and procedures in accordance with organizational policy.

Skills and Experience Required

  • 2 years of working as team leader in a front-line technical IT support environment.
  • Strong leadership focused on IT service delivery with a positive and service oriented attitude.
  • Excellent technical knowledge of IT systems and equipment, including desktop computers, laptops, printers, smart phones, and tablets.
  • Experience managing and working on technical projects and implementation of significant change within the organization.
  • Good telephone manner and remote troubleshooting skills
  • Experience in working with global teams
  • Excellent oral and written communication (fluent English).
  • Experience with server room management including hardware management, installation, implementation, support, and monitoring.
  • Ability to write technical and operational Knowledge Base articles.
  • Experience in asset management.
  • Ability to identify problems, collect data, establish facts, and draw valid conclusions whilst being able to think creatively as well as adapt and contribute to changing environments.
  • Good understanding of the ITIL framework, with working knowledge of incident management, service operation and transition.
  • Experience with performance management process ( E.g. Goal setting, evaluation, etc.)

Technical Skills Required

  • Microsoft Windows Server 2008 & Active Directory Administration
  • TCP/IP networking and experience with DHCP, DNS, SIP
  • Strong troubleshooting skills with Windows systems (Windows 7, Windows 10, Server 2008) including MS Office 2013/2016
  • AIP based PBX Phone Systems (Asterisk knowledge is a plus)
  • Knowledge with VMWare technology
  • Solid experience with Microsoft Exchange, Office 365, and Skype for Business
  • Knowledge with Linux system is a plus.

 

NO agencies please. We work very closely with only agreed suppliers and will not accept any CVs from any 3rd parties.



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