Technical Support Lead
Req number:
R8906
Employment type:
Full time
Worksite flexibility:
Onsite
Who we are
CAI is a global services firm with over 9,000 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 right—whatever 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
We are looking for a motivated Technical Support Lead ready to take us to the next level! If you have experience in providing end-user support services and assist in the day-to-day operations of the IT Service Operations team, and are looking for your next career move, apply now.
Job Description
We are seeking an experienced Technical 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 be full-time and onsite in Ermita, Manila .
What You'll 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, Wi‑Fi, 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…