• Lead the IT specialist\officers in performing the L1 and L2 support. (Tier 1 and Tier 2).
• Ensure service level agreements are observed and that all service level targets are met by the support group.
• Need to take on Networking tasks, operational and maintenance from time to time.
• Perform whitelisting or blacklisting network policies.
• Perform L3 support Tier 3 for cases escalated by staff.
• Ensure proper IT New Hire Onboarding and familiarization process has been administered to new MIS Officer.
• Ensure the team performs and submits daily infra checklist report.
• Execute and implement IT Governance and Security Policies.
• Coordinate and work closely with .Net Admin in performing Vulnerability and Penetration Testing
• Consistently manage and report Infra status, Tech. resource availability and ITAM Active Inventory.
• Perform tasks and provide reports for InfoSec and CyberSec including monthly threat analysis report to IT Manager.
• Guide and make sure proper technical support procedures are done appropriately based on priority and requirement.
• Ensure daily functional and operational tasks are carried out by the team.
• Prioritize and resolve day to day system issues/ problems and clients requests according to standard processes.
• Do any Adhoc duties to be assigned by the IT Manager and Country Director.
• Adhere to Management strategies in assisting with IT-related tasks as delegated in urgent situation.
• Conduct regular training and coaching sessions for team members to improve their skills and knowledge.

Authorities:

• Assigns tasks to team members
• Calls team meetings
• Performance assessment evaluation of the team members
• Issuance of coaching/verbal/written warning for any violations under their team
• Update IT documentation (Procedure, Policy, Manual, etc.)
• Update network and computer policies

• Bachelor’s or Master’s degree in computer science, Computer Engineering, Information Technology, or any other computer-related courses
• Strong knowledge in end user client machine (computer, desktop, and laptop) isolation, support, and troubleshooting
• Must have minimum 2 years leadership experience (whether supervisory or POC-level) handling a technical team of at least 2 staff.
• Must be efficient and strategic in assigning and delegating task for maximized output.
• Willing to do rotational shifts, work on holidays and critical business days. Can perform under pressure and different tech. constraints.
• Available to be on call 24/7, must be willing to work extended hours or to report in to and from the Center (In-house setup)
• Experience in leading a team thru compliance and audit specifically ISO 9001:20015 QMS an advantage.
• Possess leadership Integrity, adheres to IT Ethics and outmost professionalism.
• Exposed in handling CISCO Meraki devices firewall. Experience in handling Cisco router, core switch and edge switches
• Some experience in Meraki Technologies and managing VPN (token and software) an advantage.
• Familiar TCP/IP / OSI Layer Works. Well exposed in different Network devices (Load Balancer, Firewall, Router, Switch and WAP)
• Capable of designing/planning, implementing, optimizing and troubleshoot LAN and WAN issues. Knowledgeable in different routing protocols and technologies (static, OSPF, BPG, MPLS)
• Experience in Windows server technologies (DNS, VPN, QoS, DHCP, and AD) Windows and Linux servers and server monitoring tools.
• Advance VMware vSphere knowledge (partitions, maintenance)
• Knowledgeable in VOIP PBX and Troubleshooting
• Willing and able to work on a shifting schedule and holiday
• Applicants must be willing to work in Ortigas or Cubao