IT Support Lead — Client Escalations & Tech Ops

KMC Solutions; Iloilo City; On-site; PHP 279,000 - 446,000; Full time

Job summary

KMC Solutions is seeking an OSS Lead to provide technical assistance to end-users and IT infrastructure support. The role requires handling onsite client escalations, overseeing junior team members, and performing second-line investigations to diagnose and resolve incidents.

Strong communication skills and leadership abilities are essential as you’ll work across hardware, software, and network domains. You will maintain ticketing records, coordinate with network teams, and ensure timely updates

Qualifications

• Bachelor's degree in CS/IT or equivalent.
• 2 years' experience in technical support.
• Willing to be assigned to multiple locations.
• Excellent English communication skills (verbal & written).
• Willing to work shifting schedule (holidays, weekends, night shift).
• Knowledge of Active Directory and ticketing systems is a plus.

Responsibilities

• Provide technical assistance to end-users and IT infrastructure support.
• Handle client escalations onsite.
• Oversee junior team members.
• Conduct second-line investigation and diagnosis.
• Resolve incidents/service requests per help desk procedures & timelines.
• Escalate unresolved incidents within agreed timescales.
• Log incident/service request details per help desk procedures.
• Communicate incident progress to clients.
• Ensure tickets are updated until issues are resolved.
• Conduct hardware and software maintenance and support.
• Perform IMAC (Install, Move, Add and Change).
• Provide local network support or assist centralized Network team.
• Support office automation products and peripherals (biometrics, CCTV, printers, scanners).
• Assist Asset Management in inventory of IT assets.
• Perform deployment and movement of IT assets.
• Perform additional tasks assigned by supervisor.
• Excellent customer interface skills.
• Good interpersonal communication skills.
• Write technical support documentation.
• Be a team player.
• Work well under pressure.
• Strong organizational and time management skills.
• Strong analytical and problem-solving skills.
• Maintain attention to detail in high-pressure situations.
• Strong written and oral communication skills.
• Has leadership skills.

Skills

Customer interface

Interpersonal skills

Written communication

Oral communication

Team leadership

Pressure handling

Time management

Problem solving

Documentation writing

Attention to detail

Education

Bachelor's/College Degree in Computer Science/Information Technology

Tools

Active Directory

Ticketing system

MS Windows

Office 365

Job description

KMC Solutions is seeking an OSS Lead to provide technical assistance to end-users and IT infrastructure support. The role requires handling onsite client escalations, overseeing junior team members, and performing second-line investigations to diagnose and resolve incidents.

Strong communication skills and leadership abilities are essential as you’ll work across hardware, software, and network domains. You will maintain ticketing records, coordinate with network teams, and ensure timely updates