Position: Level II Support - Team Lead
Location: Eastwood, Libis, Quezon City
Work setup & shift: Onsite | Night shift
Why join us?
You'll have:
Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role:
As a Technical Support - Team Lead, you will:
Leadership
Manage helpdesk support process and direct L1 staff.
Manage end-to-end support of a Support Ticket/Task/Project.
Critically think about support issues.
Work with other employees to ensure that all client issues are taken care of.
Complete reports as needed for management.
Monitor support queues and determine request type: Support, Task, or Project
Monitor L1 Technician tasks and assist as necessary.
Process escalate as necessary to L3.
Technical
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Maintain daily performance of computer systems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Work on IT projects as needed for management such as setting up new server domain and workstation environments, troubleshooting difficult issues, and providing help desk management.
Provide daily guidance to clients on how to use basic Windows programs if needed.
Diagnose hardware and software issues.
Advise management on hardware replacement if necessary and installing new hardware and software on clients' machines.
Customer Service
Proactively call client contacts and inquire how systems are working, etc., and offer assistance.
Respond to customers seeking help, document issues, and resolve computer problems.
Ask detailed questions to determine the nature of the problem.
Follow up with customers to ensure issue has been resolved
What You Need:
Non-negotiables
Mid to advanced knowledge in Windows server design and implementation, VMware, Hyper-V, SAN, and LAN/WAN routing and switching
Hands on experience with designing, implementing and supporting past and current Windows server platforms:
Server 2008, 2012, 2016, 2019, 2022
Exchange Server 2010 — 2019 administration
Office/Microsoft 365 and Azure Server implementation and management experience
Experience with hypervisor implementation, tuning management and troubleshooting, including V2V and P2V migrations
Experience with implementing routing and switching such as VPN, VLANs, deep traffic and packet level analysis Windows 10 installation, recovery, support, and maintenance
Active Directory and Group Policy administration
DNS, DHCP, TCP/IP administration
Preferred skills/expertise
Leadership experience is a plus!
Excellent Customer Service Skills
Ability to work independently and with others on completing IT Projects
Ability to formulate and implement plans that will result in the provision of excellent customer
service
Clear communication skills in English language (written and speech)