IT Tech Support Lead

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

OSSLead 1is responsible for providing technical assistance to all end-users and IT infrastructure support. His/her main responsibility is to ensure all IT related issues or requests are being facilitated.

• Handles client escalations onsite

• May be called on to oversee junior members ofOSSteam

• Providessecond-line investigation and diagnosis

• Resolves and closes incidents/service requests as per help desk procedures & allocated timelines

• Escalates unresolved incidents/service requests within agreed timescales

• Logs relevant incident/service request details per help desk procedures

• Communicates withclientregarding incident progress

• Ensures tickets are always updated until issues are resolved

• Conducts hardware and software maintenance and support

• Performs IMAC (Install, Move, Add and Change)

• Local network support and/or assistscentralizedNetwork team

• Working knowledge of office automation products and computer peripherals, like biometric, CCTV, printers and scanners

• Assists Asset Management Team ininventoryof IT assets

• Performs deployment and movement of IT assets

• Performs additional task that may be assigned by the immediate supervisor

• Excellent customer interface skills

• Good interpersonal communication skills

• Understanding of customer satisfaction principles and practices

• Ability to write technical support documentation

• Team player

• Ability to work under pressure

• Good organizational and time management skills

• Good analytical and problem-solving skills

• Maintains strong attention to detail in high-pressure situations

• Strong communications skills, both written and oral

• Has leadership skills

• Candidate must possess at least Bachelor's/College Degree in Computer Science/Information Technology or equivalent

• 2years experienceas technical support

• Knowledgeable in MS-Windows Environment, MS-Office and Office 365 applications

• Willing to be assigned to multiple locations

• Excellent in English communication skills both verbal and written

• Willing to work on shifting schedule, Holiday, weekends and Night shift

• Experience and knowledge in Active Directory and ticketing systems is a plus