This is a full-time role based in the Philippines.

You will be working directly with our clients on the latest technologies including Microsoft 365, Azure, Intune, Windows, macOS, desktop, server management tools & networking products.

• Health Insurance/HMO 
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves

• Oversee proactive and reactive requests, incidents, and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents.
• Determine root cause of issues and communicate appropriately to internal and external customers.
• Train, coach, and mentor 2nd line Service Desk Engineers. Build training material for support staff.
• Provide timed reporting of data, KPI’s and trends to Service Desk Manager. Work to make Service Desk the single point of contact and service delivery channel for all services.
• Monitor and manage incident and service request queues (participating in escalated calls as needed). 
• Oversee Knowledge Base repository and ensure top quality solutions are available to staff.
• Advise management on situations that may require additional client support or escalation. 
• Manage vendor relationships as it depends on daily operational needs. Review survey feedback to improve services, tools, and support experience. Keep confidential all applicant, client, and verification and company proprietary information.
• Ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly and in line with agreed service levels.
• Performance management of a team, including regular ticket reviews at both team and individual level, highlighting areas for improved achievement.
• Maintaining current technical knowledge, allocating time to understand and learn the technologies Chalkline provides and supports to more detail, to allow better understanding of new tickets to ensure they are prioritised using the best possible technical understanding of the customers’ problem.
• Providing hands on technical support experience for technical fixes by achieving personal KPIs.
• Be a role model for the team (leading by example).

Ideal applicants will have:

• An MSP background
• Good written & phone skills
• At least 5 years’ experience, 2 of which as a Team Leader.

Able to demonstrate support knowledge to a 2nd line level of the following 
technologies:

• Microsoft 365
• Microsoft Azure
• Microsoft Entra
• Intune
• Windows Server (2019 / 2022)
• Active Directory 
• Windows networking 
• Basic routing, switching and Firewall rules
• Printer troubleshooting

Certifications:

• MD-102
• AZ-140
• AZ-104

• Experience in Managing a Team
• Worked as a Service Desk
• Technical experience
• Will be a point of escalation
• Good customer service skills
• Experience in M365 and Azure

• Scanned copy of valid NBI Clearance
• Accomplished Medical or PEME Slip (covered by KMC)
• 2x2 & Half body picture with white background
• Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
• Photocopy of 2 valid IDs – front & back (government-issued)
• Clear copy of your Birth Certificate (PSA or NSO)
• Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!