Technical Support Lead

Req number:

Employment type:

Worksite flexibility:

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

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 telecommunications, internet, voice, and mobile service issues while coordinating with service providers when necessary
• Maintain accurate service desk documentation, troubleshooting records, and support procedures
• Create and update knowledge base articles and technical documentation
• Provide support for additional workplace technology and end-user computing initiatives as required
• Ensure adherence to information security policies, data privacy requirements, and applicable ISO 27001 controls

What You'll Need

Required:

• Graduate of a Computer Science, Information Technology, Information Systems, or related technical discipline preferred
• At least 1 year of technical support, desktop support, or end-user services experience
• Experience using Freshservice for incident management, service requests, inventory management, reporting, and analytics
• Hands-on experience supporting Microsoft 365 environments
• Knowledge of PABX administration, telephony support, and mobile device management (MDM) solutions
• Experience supporting desktops, laptops, printers, peripherals, collaboration technologies, and endpoint devices
• Strong troubleshooting and problem-solving skills across hardware, software, networking, and telecommunications technologies
• Ability to coordinate support activities, manage service requests, and meet service level expectations
• Strong documentation, reporting, communication, and customer service skills
• Understanding of IT service management practices, asset management processes, and information security requirements
• Ability to work onsite and support business-critical technology operations

Preferred:

• Previous leadership, team lead, or supervisory experience within an IT support environment
• Professional certifications related to technical support, Microsoft technologies, IT service management, networking, or endpoint administration
• Experience working within ISO 27001-aligned environments

Physical Demands

• Ability to safely and successfully perform the essential job functions
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] (888) 824 - 8111.