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Technical Support Manager | -Sg28

Technical Support Manager | -Sg28
Company:

Gratitude Inc.


Place:

Cebu


Job Function:

Other

Details of the offer

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. Responsibilities:Responsibilities:

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

Salario: Negotiable


Source: Jobomas

Job Function:

Requirements

Technical Support Manager | -Sg28
Company:

Gratitude Inc.


Place:

Cebu


Job Function:

Other

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