IT Support Specialist (TL)

Philippines·Makati Citymid

Customer Support SpecialistCustomer

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Overview

Key Responsibilities Support Operations Oversee and manage daily IT support activities, including hardware, software,

Technical Tools

Customer Support SpecialistCustomer

~1 min read

Oversee and manage daily IT support activities, including hardware, software, and network troubleshooting
Ensure timely resolution of technical issues and service requests in line with SLAs
Act as an escalation point for complex technical concerns

Supervise, mentor, and support IT support staff to ensure high performance and service quality
Conduct regular performance evaluations, coaching, and training sessions
Assign tasks, manage workloads, and ensure proper team coverage

Monitor and maintain IT systems, networks, and infrastructure to ensure optimal performance and security
Support system upgrades, implementations, and integrations
Manage user accounts, access controls, and system configurations

Maintain accurate documentation of IT processes, systems, and troubleshooting procedures
Prepare reports on IT support performance, incidents, and system status
Manage IT inventory, asset tracking, and procurement of IT equipment

~1 min read

Bachelor's degree in Information Technology, Computer Science, or any related field
At least 5 years of experience in IT support, with experience in a supervisory or leadership role
Strong technical knowledge of hardware, software, networking, and systems administration
Experience with IT service management tools (e.g., ticketing systems)