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Key Responsibilities:

1. Team Supervision & Operations

  • Lead and supervise the IT Support team (onsite and remote) in providing technical support to end users.
  • Assign, monitor, and evaluate daily support tasks and ensure SLA compliance.
  • Conduct regular performance reviews, training, and mentoring for IT Support staff.

2. Technical Support & Troubleshooting

  • Oversee resolution of hardware, software, and network issues in a timely manner.
  • Provide escalation support for complex technical issues.
  • Ensure quick response and recovery for incidents impacting production operations (e.g., system downtime, connectivity issues, call system failures).

3. System Maintenance & Administration

  • Coordinate preventive maintenance for desktops, servers, routers, switches, printers, and VoIP systems.
  • Maintain inventory of IT assets, including procurement, issuance, and disposal.
  • Supervise regular backups, antivirus updates, and patch management.

4. Infrastructure & Network Management

  • Support the setup, monitoring, and maintenance of LAN/WAN, internet connectivity, and VPN connections.
  • Collaborate with IT Infrastructure or Network teams for system upgrades and expansions.
  • Ensure redundancy and failover mechanisms are tested and working.

5. Security & Compliance

  • Ensure data security, access controls, and IT policy compliance.
  • Support ISO 27001, GDPR, or other data privacy and security audits relevant to BPO clients.
  • Implement and enforce IT policies, procedures, and best practices.

6. Project Management

  • Lead or assist in IT-related projects such as system migrations, floor expansions, and hardware rollouts.
  • Prepare reports, documentation, and project updates for management and clients.

7. Vendor & Client Coordination

  • Liaise with third-party vendors for hardware, software, and network support.
  • Provide IT input during client onboarding or technology audits.
Qualifications:
  • Bachelor's Degree in Information Technology, Computer Science, or related field.
  • Minimum 2 years of experience in IT Support, with at least 1 years in a supervisory or lead role, preferably in a BPO or 24/7 operations environment.

  • Strong technical knowledge in:

  • Windows OS and MS Office Suite

  • Active Directory & Office 365
  • Networking (LAN/WAN, VPN, firewall basics)
  • VoIP / softphone systems (e.g., Avaya, Cisco, or Asterisk)
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