Technical Support Lead | URGENT

• Full-time position

• Set-up: Onsite (Makati)

• Schedule: Day Shift

• Target Start Date: November 2026

What You’ll Do

• Serve as the technical SPOC for the Service Desk, handling escalations, providing Level 3 support, and driving timely issue resolution.

• Monitor SLA compliance, response and resolution times, and service performance for Helpdesk and on-site support teams.

• Troubleshoot hardware, software, peripherals, and network issues using ITIL best practices.

• Manage UEM operations, including environment health, operating system deployment (OSD), software deployment, and patch management.

• Coordinate deployment plans and schedules with the Group Office and relevant stakeholders, ensuring compliance with enterprise requirements.

• Prepare patching activity reports and maintain technical documentation, knowledge base articles, and end-user guides.

• Provide technical guidance and training to Helpdesk staff and end users.

• Support other IT operations and projects as assigned.

What We’re Looking For

• Proven experience in Service Desk or IT support, including technical escalations and SLA monitoring.
• Strong knowledge of hardware, software, networking, and end-user troubleshooting.
• Hands-on experience with Unified Endpoint Management (UEM), OS deployment, software deployment, and patch management.
• Knowledge of ITIL principles, IT service management, and incident management processes.
• Experience in technical documentation, reporting, and deployment coordination.
• Strong problem-solving, communication, stakeholder management, and team training skills.
• Ability to manage multiple technical tasks and projects simultaneously.

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Health insurance
• Life insurance

Application Question(s):

• Are you amenable to work onsite?
• Expected Salary

Experience:

• L3 Technical Support: 3 years (Required)

Work Location: In person