Technical Lead

• Acts as SPOC for technical advice for the Service Desk team, managing escalated queries, prioritizing calls, and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency.
• Keep track of Response Time and Resolution Time and other defined SLA.
• Oversee maintenance and troubleshooting call out requirements.
• Offer hardware and software support as necessary.
• Create end user guides and knowledge base documents for initial troubleshooting and end user prompted access request.
• Provide training for new helpdesk employees on the foundations of the company's services and departmental processes.
• Explore, analyze, identify, and solve issues with customer systems, including computer hardware & software, peripheral equipment, and network using documented processes where available and ITIL best practices where not.
• Keeps a 'closed loop' communication style to notify all the appropriate individuals of ongoing problems and their resolution status.
• Execute other tasks assigned, which may include Help Desk support, conference facility set-up, and project work.
• Monitors and keeps track of SLA compliance for the on-site support team.
• Develop/Coordinate with Group Office on the implementation strategies and deployment schedules in concert with those impacted and competently work tasks simultaneously.
• Validate deployment plans for compliance with existing performance limitations of the enterprise server's software.
• Provide weekly and monthly reporting of patching activity.
• Maintain the health of the UEM environment including clients, servers, and distribution points.
• Provide technical guidance and proactively communicates to Helpdesk team and end user.
• Assist in the creation/updating of UEM documentation.
• Operating System (OSD) and Software patch deployment.
• Roll-out patches and software on a timely manner.
• Act as a level 3 support and project manager for UEM related act

Work Setup: Full On-site

Location: Must be willing to work anywhere in Metro Manila and in other provinces

Shift: Morning

Pay: Php30,000.00 - Php60,000.00 per month

Work Location: In person