IT Support Lead – End-User & Infrastructure Escalations

KMC Solutions; Iloilo City; On-site; PHP 400,000 - 560,000; Full time

Job summary

KMC Solutions in Iloilo City, Philippines is seeking an IT Support Lead to provide technical assistance to end-users and support IT infrastructure. The role emphasizes incident management, onsite escalations, and mentoring junior staff.

The candidate will handle second-line investigations, ensure timely resolution of service requests, and maintain clear communication with clients while logging and tracking ticket progress. Leadership and strong problem-solving are essential.

Qualifications

• Excellent customer interface skills.
• Strong interpersonal communication skills.
• Understanding of customer satisfaction principles and practices.
• Ability to write technical support documentation.
• Team player with collaborative mindset.
• Ability to work under pressure and manage competing priorities.
• Good organizational and time management skills.
• Strong analytical and problem-solving abilities.
• Maintains strong attention to detail in high-pressure environments.
• Excellent written and oral communication skills.
• Has leadership skills.

Responsibilities

• Provide second-line investigation and diagnosis for IT issues.
• Handle client escalations onsite and coordinate with teams.
• Oversee junior members of the IT team as needed.
• Log incident details and monitor progress per procedures.
• Escalate unresolved issues within agreed timescales.
• Communicate incident progress to clients and update tickets.
• Perform hardware and software maintenance and support.
• Conduct IMAC (Install, Move, Add, Change) tasks.
• Provide local network support and assist centralized network team.
• Assist Asset Management in inventory and deployment/movement of IT assets.
• Perform additional tasks as directed by supervisor.

Skills

Customer interface

Interpersonal communication

Customer satisfaction

Documentation

Team player

Work under pressure

Time management

Analytical thinking

Attention to detail

Written and verbal communication

Leadership

Job description

KMC Solutions in Iloilo City, Philippines is seeking an IT Support Lead to provide technical assistance to end-users and support IT infrastructure. The role emphasizes incident management, onsite escalations, and mentoring junior staff.

The candidate will handle second-line investigations, ensure timely resolution of service requests, and maintain clear communication with clients while logging and tracking ticket progress. Leadership and strong problem-solving are essential.