IT Helpdesk Lead
Shopee
Manila, Philippines
7h ago

Job Description :

  • Manage and handle a team of junior to senior members
  • Support and motivate the team in terms of achieving the ticketing Service Level Agreement (SLA)
  • Provide level 2 support to end-users to ensure the smooth running of the computers, and network devices.
  • Assist in troubleshooting and resolving application issues, maintaining, and updating technical support documentation.
  • Manage Information Technology infrastructure, system monitoring and reports.
  • Implement and monitor office Information Technology security and antivirus.
  • Requirements :

  • Bachelor's degree or higher in Computer Science / Information Technology or relevant field
  • Minimum 5 years of total work experience with 2-3 years of experience in people management, handling similar functions.
  • Has worked with multi-national companies with a minimum 1000 end-users.
  • In-depth knowledge of computer hardware, software, and OS (Windows and macOS)
  • Comprehensive experience in Windows server administration and basic knowledge in Linux server administration
  • Good understanding of TCP / IP, IP addressing and LAN Technology including switching and routing fundamentals.
  • Microsoft Certified or Cisco Certified Network Associate (CCNA) is a plus
  • Knowledge of basic setup and configuration of Cisco devices such as firewall, switch, IP phones, wireless controller and access points are a plus.
  • Competent at documenting standard / applications operating procedures
  • Ability to cover after-office hours and weekend support if there are any infrastructure issues.
  • Good interpersonal and communication skills to interact effectively at all levels.
  • Strong analytical and troubleshooting skills.
  • Amenable to work onsite and in shifting schedules.
  • Amenable to work onsite in BGC, Taguig City
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