IT Support (Level 3)

Looking to take your career to the next level? Then this role is for you!

Join Outsourcey and be part of our mission to revolutionize global talent expansion! We connect businesses with dedicated full-time teams in the Philippines, offering cost-efficient solutions without compromising quality. Join us and help elevate businesses with complete control and comprehensive support, let's shape the future of work together!

Experience: 5+ years of experience in IT support, with at least 2 years in a Tier 3 role and 1-2 years of team leadership or management experience.
Technical Expertise: Extensive knowledge of IT systems, networks, hardware, and software. Proficiency in troubleshooting complex issues in environments such as Windows, Linux, MacOS, and cloud services.
Leadership Skills: Strong leadership and team management skills, with a proven track record of mentoring and developing team members.
Problem-Solving: Exceptional problem-solving abilities with a proactive and analytical approach to issue resolution.
Process Development: Experience in developing and implementing SOPs and IT support processes.

Core responsibilities:

Advanced Troubleshooting: Provide Tier 3 support for complex technical issues, including hardware, software, network, and system problems that have been escalated from Tier 1 and Tier 2 teams.
Problem Resolution: Diagnose, analyze, and resolve advanced IT issues, ensuring minimal downtime and disruption to business operations.
Incident Management: Manage and document critical incidents, coordinating with other IT teams and vendors to ensure timely resolution.
System Maintenance: Oversee and participate in the maintenance, monitoring, and upgrading of IT systems and infrastructure.
SOP Development: Develop, implement, and maintain standard operating procedures (SOPs) for IT support processes, ensuring consistency, efficiency, and compliance with best practices.
Documentation: Create and maintain comprehensive documentation for IT processes, systems, and troubleshooting procedures.
Continuous Improvement: Identify opportunities for process improvement and implement changes to enhance the efficiency and effectiveness of the IT support function.
Team Management: Lead and manage a team of IT support specialists, providing guidance, training, and performance feedback to ensure high levels of productivity and customer service.
Mentorship: Mentor and develop junior team members, fostering a collaborative and supportive work environment.
Resource Allocation: Coordinate and manage the team’s workload, ensuring that resources are effectively allocated to meet service level agreements (SLAs) and business priorities.

Benefits:

Competitive salary
Opportunity to shape the HR function of a rapidly growing BPO.
Work closely with a team of industry leaders who have successfully scaled BPOs in the past.
Career growth and development opportunities.

Please attach your CV and we will be in touch for a confidential chat. Let's do great things together!