Requirements:Vacancy!! Position: Technical Support Manager SG28 Overall experience: At least 10-13 years.
This role is like an Operations Manager but handling Service Desk / Technical Support.
Location: Cebu, Alabang(Muntinlupa). Philippines
Night shift
Budget: Max of 160K
Job Specification:
The successful candidate will be managing a span of more or less 40 FTEs, with Team Leaders as direct reports. He/She will be reporting directly to a Sr Manager.
ITIL certification will be an added advantage; if not certified, should have experience and has been guided by the ITIL framework/principles.
Keen on Continuous Service Improvements, related to Service Desk
Service desk experience should be in a call center operations setup, not just experience working in a call center industry
CONNECTIVITY / WORKSTATION
At least 5 years of experience in a call center environment or equivalent
3 years of supervisory or lead experience handling over 15 team members
At least 3 years as Technical Manager handling Connectivity support (preferably in a Service Desk) with experience supporting from a level 1 to 2 perspective
Knowledge and experience on Network performance, data/connectivity degradation, system events and alerts (Telco, ISP)
Extensive knowledge on Networking Principles (LAN/WAN, OSI Layer, TCP/IP and other networking protocols)
Understanding of packet analysis and packet capture utilities
Experience with service ticketing/tracking systems (ServiceNow preferred)
Experience with Remote Control/Remote Assistance tools
Extensive experience with operating system support including but not limited to Windows 7, 8, 10, and windows native applications.
Knowledge and experience with end-user devices and computer peripherals troubleshooting (input devices like mouse and keyboard, output devices like monitors, projectors, docking stations, printers, etc.)
Knowledge and experience with Terminal Emulators such as Putty, MobaXterm and others.
CALL CENTER AND COMMUNICATIONS / APPLICATION
Experience with Cisco Call Manager, Cisco IM and Presence, and Cisco Unity
Experience with Contact Center technologies (Avaya Site Administration, Avaya Communications Manager, WWE Genesys preferred)
Experience with Knowledge Management systems (e.G. Universal Knowledge Suite, ServiceNow, etc.)
Experience with MS Office (Outlook, Excel etc.) and other enterprise applications support and maintenance
Experience with end user support for Citrix and Virtual Desktop Environments
Knowledge and extensive experience with Enterprise approved Browser and Java Plug-in Troubleshooting
Experience with service ticketing/tracking systems (ServiceNow preferred)
Interested/Qualified candidates should send their CVs to asap, Or DM now.
Salario: Negotiable
