L1 Technical Helpdesk Team Lead (Eastwood, Libis)

Outsourced Global Staff; Quezon City; On-site; PHP 420,000 - 660,000; Full time

Job summary

Outsourced.ph is seeking a Level 1 Technical Helpdesk Team Lead based in Eastwood, Libis, Quezon City. The role focuses on leading the helpdesk for software, hardware, and IT issues, serving as the first contact via phone, email, or chat, and ensuring timely resolutions for customers.

The ideal candidate will guide a team, escalate when necessary, and continuously improve support quality while maintaining strong customer satisfaction. Office-based setup in Eastwood with full-time schedules.

Qualifications

• Experience leading a technical helpdesk or IT support team.
• Strong knowledge of software, hardware, and networking basics.
• Excellent communication and customer service skills.
• Ability to troubleshoot with limited information and escalate when needed.

Responsibilities

• Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
• Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
• Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
• Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
• Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
• Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
• Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
• Identify and elevate recurring technical issues or patterns to management for proactive resolution.
• Provide feedback to product development teams based on customer interactions to improve product usability and performance.
• Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Job description

L1 Technical Helpdesk Team Lead (Eastwood, Libis)

Full Time Employee

Job Summary

You will be responsible for providing technical assistance and support to customers who are experiencing software, hardware and software issues.

Job Description

About Us

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

About the client (AU)

Known as the Australian ICT industry's most trusted advisors, the client's mission is to inspire, educate and enable reseller partners to achieve their full potential through the delivery of unparalleled technology, value-added services and logistics. Over the past 45 years, the client has been helping Australian partners of all shapes and sizes to design, configure and implement solutions for their customers and to successfully transition their business' through technological change.

Role Overview

As a Technical Support Helpdesk Team Lead, you will be responsible for providing technical assistance and support to customers who are experiencing issues with software, hardware, or other computer systems. You will serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat. Your primary goal will be to troubleshoot problems and provide timely resolution, ensuring customer satisfaction and retention.

Key Responsibilities

1. Provide excellent customer service by promptly responding to inquiries and resolving technical issues.
2. Diagnose and troubleshoot technical problems reported by customers related to software, hardware, network connectivity, and other IT systems.
3. Walk customers through problem-solving steps via phone, email, or chat to help them resolve issues independently.
4. Escalate unresolved issues to the appropriate technical teams or senior support personnel for further investigation and resolution.
5. Document all customer interactions, including details of inquiries, complaints, and resolutions, in the helpdesk ticketing system.
6. Collaborate with other members of the technical support team to share knowledge and best practices for problem-solving.
7. Stay up-to-date with product knowledge, troubleshooting techniques, and industry trends to provide accurate and effective support.
8. Identify and elevate recurring technical issues or patterns to management for proactive resolution.
9. Provide feedback to product development teams based on customer interactions to improve product usability and performance.
10. Participate in ongoing training and professional development activities to enhance technical skills and customer service capabilities.

Highly Desirable Skills (not required)

• Microsoft O365 Administration
• Microsoft Azure Administration
• VMWare experience

Work Schedule

• Training: Monday to Friday; 8AM-5PM Manila Time
• Production: 24/7 (shifting schedule)
• Might be assigned during weekends and holidays
• Candidates should also be open to 4x11 work setup

Work Setup (Office-based)

• Eastwood, Libis (Quezon City)