IT Service Desk Team Lead

Discover your 100% YOU with MicroSourcing!

Position: IT Service Desk Team Lead (Client Facing)
Location: Eastwood, Libis, Quezon City
Work setup & shift: Hybrid | Night shift

Why join MicroSourcing

Youu0027ll 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 an IT Service Desk Team Lead (Client Facing), you will be responsible for providing advanced technical assistance and support related to computer systems, hardware, or software. Responds to support queries, runs diagnostic programs, isolates problems, and determines and implements solutions. In Office employees will visit client sites as needed to perform services.

• Leadership
  o Manage heldesk support process and direct L1 staff.
  o Manage end to end support of a Support Ticket/Task/Project.
  o Critically think about support issues.
  o Work with other employees to ensure that all client issues are taken care of.
  o Complete reports as needed for management.
  o Monitor support queues and determine request type: Support, Task or Project
  o Monitor L1 Technician tasks and assist as necessary.
  o Process escalate as necessary to L3.
• Technical
  o Provide technical assistance and support for incoming queries and issues related to
  computer systems, software, and hardware.
  o Maintain daily performance of computer systems.
  o Resolve technical problems with Local Area Networks (LAN), Wide Area Networks
  (WAN), and other systems.
  o 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.
  o Provide daily guidance to clients in how to use basic Windows programs if needed.
  o Diagnose hardware and software issues. Advise management on hardware replacement
  if necessary and installing new hardware and software on clientsu0027 machines.
• Customer Service
  o Proactively call client contacts and inquire how systems are working, etc. and offer
  assistance.
  o Respond to customers seeking help, document issues and resolving computer problems.
  o Ask detailed questions to determine the nature of the problem.
  o Follow up with customers to ensure issue has been resolved.

What You Need:
Soft Skills

• Responsible for providing basic technical assistance and support related to computer systems,
  hardware, and software. Acts as the first point of contact for users, responding to support
  queries, logging tickets, and escalating issues when necessary.
• Ability to guide and work with our other employees and assist them in resolving complex client
  computer issues.
• Ability to work independently and with others on completing IT Projects.
• Good customer service skills.
• Clear communication skills in English language (written and speech).
• Good customer questioning and problem-solving skills.
• Willingness to learn.
• Ability to formulate and implement plans that will result in the provision of excellent customer
  service

Preferred Technical Skills

• 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

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companyu0027s strength lies in our peopleu0027s diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - itu0027s our commitment. Our way of life. Here, we donu0027t just accept your unique authentic self - we celebrate it, valuing every individualu0027s contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

.Terms & conditions apply