Make your next big career move by applying as KMC Solutions’ next 2nd Line Technical Team Leader!

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.

On top of your salary, here are the exciting benefits you can look forward to:

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

The main responsibilities of a 2nd Line Technical Team Leader include:

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).

To apply, you must be an expert on the following requirements:

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

It will also be favorable if you are knowledgeable in:

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

2ND LINE TECHNICAL TEAM LEADER

2ND LINE TECHNICAL TEAM LEADER

KMC Employee

A Friend of KMC