XTN-B4D6788 | TECHNICAL LEAD

Make your next big career move by applying as KMC Solutions’ next TECHNICAL LEAD!

Bedroq is a Managed Service Provider taking IT in high-performing businesses from good to great. We're strategic, measurable, and specialist and we care about getting the basics right to ensure future performance. We provide secure, robust IT platforms from which clients can grow their businesses effectively, efficiently, and safely.

At Bedroq, we are firm supporters of environmental, social, and corporate governance and recognize that this is key to building a sustainable, investible business.

You’ll be earning Php80,000 – Php140,000 (depending on experience). On top of your salary, here are the exciting benefits you can look forward to:

The Service Desk Technical Lead role is a hands-on role responsible for resolving incidents as well as managing the daily activities of a new customer. You will become part of the Service Desk and support operations, providing excellent technical support to our customers within our 24/7 operations team. You will join the OOH on-call rota supporting your colleagues.

The main responsibilities of a TECHNICAL LEAD include:

• Oversee and review the lifecycle of service desk tickets to ensure they are being handled efficiently, and effectively from inception to resolution - providing feedback where necessary.
• Investigate incident trends to identify opportunities to resolve root-cause problems and/or process improvements to prevent recurring issues.
• Act as a technical escalation point for service desk engineers.
• Defining and tracking performance and training objectives, aiding with performance assessments, and providing invaluable guidance to elevate the team’s capabilities.
• Lead the IT Service Desk team members to follow standard operating procedures for the customer (Incident/Major Incident/Security Incident/Problem/Change/Knowledge).
• Ensure the IT Service Desk team provides timely and accurate technical support to end-users via various channels (phone, service desk email, or in-person).
• Organize IT Service Desk team members for both scheduled and ad-hoc site visits.
• Work with third parties to ensure remote desktop support is scheduled and meets Bedroq standards.
• Lead weekly ticket reviews as well as monthly service reviews with the customers’ main IT contacts.
• Produce regular reports on service desk performance metrics, such as response times, ticket volumes, and customer satisfaction ratings.
• Analyze data to identify trends, and areas of improvement and assist in implementing strategies to enhance team efficiency and effectiveness.

To apply, you must be an expert on the following requirements:

• Experience working as a senior service desk engineer, supervisor, or team leader role
• Experience managing and working with SLA’s & KPI’s
• Experience managing customers and maintaining a high CSAT score
• Experience with providing weekly/monthly reports on performance
• Excellent verbal and written communication skills
• Proven experience working within the ITIL framework
• Microsoft 365 (Windows 10, Office 365 & EM + S)
• Windows Server 2016/2019/2022
• Microsoft Azure (AD & MFA – deployment and support)
• Hands-on experience in supporting Operational activities & troubleshooting in all areas of Windows/VMWare, Storage, and Backup infrastructure
• Citrix Technologies
• Technical proficiency in server and storage hardware and software
• Proactive management and monitoring & troubleshooting operational issues
• Good understanding of networking, including experience working with IPv4 and IPv6
• 4+ years’ experience working in technical support, preferably as a 3rd-line technical support engineer
• 1+ years’ experience working as a supervisor or team leader
• Have industry-recognized certifications (i.e. ITIL, PRINCE2, Microsoft, Apple, Citrix)
• Have demonstrable experience in maintaining and managing technical solutions for organizations with 100+ users
• Have experience with technology migration projects
• Have excellent attention to detail with excellent documentation skills
• Have experience operating in virtual team environments
• Open to new ideas and have a positive outlook
• Able to think logically, have good problem-solving skills, and can work under pressure
• Passionate about IT and delivering exceptional customer service

It will also be favorable if you are knowledgeable in:

• VMware Technologies - VMware vSphere (ESX, vCenter)
• Cloud networking technologies (Vmware NSX-T, Azure, AWS etc)
• Scripting Languages (Python, Powershell etc)
• Experience supporting a SIP/VOIP telephony system
• Apple Mac OS Software and Hardware support

The successful candidate must submit the following pre-employment requirements:

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth).
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team)

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!