Technical Manager

Technical Manager

Prime Manpower Resources Development Inc
Metro Manila / NCR
4 - 10 Years
Not Specified

Job Description

Daily Duties:
· Supervising a team of helpdesk technicians, scheduling/prioritizing service requests, utilizing ConnectWise Manage internal ticketing systems.
· Systematically monitoring and updating ticket statuses, inventory records, and customer configurations.
· Supporting inventory management activities such as tracking incoming orders, monitoring inventory levels, updating records, preparing and returning damaged equipment.
· Handling technical support escalations in a timely and efficient manner; serving as first level escalation point of contact for escalated customer issues
· Updating clients regularly on ongoing open tickets/service requests.
· Monitoring and maintaining acceptable SLAs, and managing client communications and expectations.
· Assisting server install and migration management.
Knowledge, Skills & Abilities:
· Ability to think logically, multi-task and perform step-by-step troubleshooting in a fast pace environment
· Ability to learn quickly on the job, with minimal oversight
· Ability to make decisions in regards to technical support and customer service, with purpose and minimal intervention
· Ability to document new procedures, update old and/or suggest improvements for technical and documentation processes
· Detail oriented with excellent written/verbal communication skills
· Ability to work in a team environment while displaying excellent customer service skills
· Outstanding customer service skills and a dedication to the customer service experience
· Ability to multitask and meet specific goals set by management
· Ability to troubleshoot escalated technical procedures as needed
· Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
· Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Education / Experience Requirements:
· Bachelor’s Degree in Information Technology, Computer Science, Business Administration or related field
· 4+ years team leadership, supervisory or management experience
· 6+ Years’ experience in a technical support/field tech/helpdesk role
· Working experience with:
MS Server (2008 R1+2, 2012 R1+2, 2014, 2016)
Exchange , Kerio (not required)
Active directory, DNS, DHCP
Microsoft desktop OS (95, 98, ME, 2000, XP, Vista, 7, 8, 8.1, 10)
MAC experience helpful (not required)
General networking (firewalls, subnets, routing, switches, etc.)
Backup hardware and software, RAID
Desktop and server hardware and software
· CompTIA A+ Certification
· Experience with establishing SLA’s with a background in service delivery and service support processes
· Experience with ConnectWise Manage a plus

Job Details

Industry:

ITES / BPO

Function:

IT

Education:

ABOUT PRIME MANPOWER
Prime Manpower Resources Development, Inc. (Prime Manpower) is a local affiliate of ManpowerGroup® (NYSE: MAN), the world leader in innovative workforce solutions. Prime Manpower provides total recruitment solutions from permanent recruitment, executive search, recruitment process outsourcing, overseas placement, training, and outplacement and career management.

ABOUT MANPOWERGROUP
ManpowerGroup (NYSE: MAN) has been the world’s workforce expert for nearly 70 years. We connect more than 600,000 men and women to meaningful work across a wide range of skills and industries every day. Through our ManpowerGroup family of brands — Manpower, Experis, Right Management and ManpowerGroup Solutions — we help more than 400,000 clients in 80 countries and territories address their critical talent needs, providing comprehensive solutions to resource, manage and develop talent. ManpowerGroup operates in the Philippines through its wholly owned subsidiary Manpower Outsourcing Services Inc. (MOSI) and its local affiliate, Prime Manpower Resources Development, Inc. (Prime Manpower).

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A senior permanent and staffing and executive search consultant with specialization in Finance and BPO who has 10 years of total experience.

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