Technical Support Lead

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Employment type:

Worksite flexibility:

CAI is a global services firm with over 9000 associates worldwide and a yearly revenue of $1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

Job Description

We are seeking an experiencedTechnical Support Lead to provide end-user support services and assist in the day-to-day operations of the IT Service Operations team. This position will befull-timeandonsite in Ermita Manila.
What Youll Do

• Supervise and coordinate the activities of the onsite IT support team
• Monitor ticket backlogs workload distribution and service level performance
• Ensure compliance with agreed service level targets and IT service management processes
• Manage resource scheduling attendance tracking and support coverage requirements
• Coordinate incident escalations and operational concerns with IT management
• Prepare and submit service performance metrics operational reports and service reviews
• Provide first-level technical support for incidents and service requests
• Troubleshoot hardware software operating system printing connectivity and productivity application issues
• Escalate unresolved technical issues to internal support teams or third-party vendors as needed
• Support meeting room and collaboration technologies including video conferencing equipment displays projectors audio devices and related peripherals
• Utilize Freshservice to manage incidents service requests projects inventory records reporting and knowledge base updates
• Ensure all support activities are documented accurately and maintained in accordance with service management processes and service level agreements
• Install configure deploy and support desktop and laptop devices
• Install and maintain approved operating systems and standard software packages
• Perform hardware diagnostics troubleshooting preventive maintenance and device health checks
• Coordinate equipment repairs warranty claims and replacement activities with authorized service providers
• Support deployment refresh and replacement of end-user computing devices
• Prepare configure and deploy workstations and peripherals for new employees
• Support onboarding and offboarding activities including equipment issuance and retrieval
• Maintain compliance with asset issuance accountability and inventory management procedures
• Perform asset tagging and maintain accurate inventory and asset movement records
• Track warranties repairs replacements and asset lifecycle activities
• Conduct periodic physical inventory verification and support asset retirement and disposal processes
• Provide first-level troubleshooting for LAN WiFi printer and endpoint-related issues
• Support endpoint security initiatives compliance requirements software deployment patch management and maintenance activities
• Escalate infrastructure-related issues to appropriate technical support teams
• Provision maintain transfer and deactivate PABX telephone extensions
• Install configure relocate test and troubleshoot desk phones IP phones and telecommunications equipment
• Configure and support company-issued mobile devices and communication tools
• Install and maintain Microsoft 365 applications business software security controls and mobile device management solutions
• Troubleshoot telecommunications internet voice and mobile service issues while coordinating with service providers when necessary
• Maintain accurate service desk documentation troubleshooting records and support procedures
• Create and update knowledge base articles and technical documentation
• Provide support for additional workplace technology and end-user computing initiatives as required
• Ensure adherence to information security policies data privacy requirements and applicable ISO 27001 controls

What Youll Need

Required:

• Graduate of a Computer Science Information Technology Information Systems or related technical discipline preferred
• At least 1 year of technical support desktop support or end-user services experience
• Experience using Freshservice for incident management service requests inventory management reporting and analytics
• Hands-on experience supporting Microsoft 365 environments
• Knowledge of PABX administration telephony support and mobile device management (MDM) solutions
• Experience supporting desktops laptops printers peripherals collaboration technologies and endpoint devices
• Strong troubleshooting and problem-solving skills across hardware software networking and telecommunications technologies
• Ability to coordinate support activities manage service requests and meet service level expectations
• Strong documentation reporting communication and customer service skills
• Understanding of IT service management practices asset management processes and information security requirements
• Ability to work onsite and support business-critical technology operations

Preferred:

• Previous leadership team lead or supervisory experience within an IT support environment
• Professional certifications related to technical support Microsoft technologies IT service management networking or endpoint administration
• Experience working within ISO 27001-aligned environments

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
• Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).