JOB PURPOSE:
Delivering day-to-day technical support services to ensure smooth IT operations across systems, applications, and network services. Ensures the stability, efficiency, and continuous Improvement of IT services across the organization. Leads incident, problem, and change management process, provide technical support, coordinate cross-functional issue resolution, and drive service improvement initiatives. Monitor systems to minimize service disruptions and enhance user satisfaction through effective service management. Ensures compliance with company policies, maintains documentation, supports knowledge base contributions, and upholds information security standards.
DUTIES & RESPONSIBILITIES:
I. TECHNICAL OPERATIONS SUPPORT
- Perform duties in accordance with the company's mission, goals, and IT service management protocols.
- Participate in section activities to meet quality, schedule, and performance targets.
- Provides advanced technical support for incidents and service requests involving hardware, software, and network systems.
- Lead the resolution of escalated incidents and service requests, ensuring SLA compliance.
- Perform root cause analysis for recurring issues and document known errors.
- Monitor and validate updates in the ICT asset inventory and recommend improvements.
- Evaluates technical requirements and collaborates with IT teams to translate business needs into effective IT solutions.
- Review and update knowledgebase content to improve service consistency.
- Coordinate with other IT teams to ensure seamless delivery of IT services and operational consistency. (e.g., for patch management and access provisioning)
- Support process improvements in technical support aligned with ITIL best practices.
- Consolidate service performance reports and escalate SLA breaches when necessary.
- Provides technical guidance and mentorship to junior team members, supporting their skill development and knowledge enhancement.
- Ensure compliance with audit, regulatory, and internal security standards.
- Other tasks that may be assigned by the division/ department head due to operational requirements.
II. QUALITY, SAFETY & ENVIRONMENT (QSE) MANAGEMENT
- Ensure activities are in compliance with quality, safety and environmental standards of NGCP.
- Comply with applicable regulations and NGCP standards on safety and quality.
- Strives for the continuous improvement of NGCP processes necessary for the achievement of corporate objectives.
- Upholds corporate policies and guidelines.
QUALIFICATIONS
- Information Technology, Computer Science or any other related course.
- Three (3) years of relevant experience in an IT organization handling Technical Support Services.
- Preferably with Certifications on the following:CCNA 1 Network Fundamentals Training, COMPTIA A+ Training, Service Desk Training, Technical Team Lead Certification or People Management for Technical Teams
- Work independently with a high level of initiative
- Good technical and analytical skills
- Strong interpersonal and customer service skills
- Principles and best practices on help desk support and process flow
- Able to make decisions according to best practices and standards
- Good leadership skills
- Good communication skills (oral and written)
- Works best under pressure
