About BSA Solutions

BSA Solutions provides talent outsourcing services to small and medium-sized businesses. We offer global businesses access to highly skilled professionals from the Philippines and Malaysia, enabling businesses to build their offshore dream teams. Our vision is to be the place where the bright minds meet to build a community of successful companies. We help talents chart their professional careers and allow our clients to focus on strategic and high-level tasks while we care for their talent management needs. We pride ourselves on delivering exceptional results through our personalised services and our in-depth knowledge of the markets we serve.

HEADLINE

Are you an experienced IT professional with a passion for leading and mentoring teams? Are you skilled in improving processes and policies to optimize IT Support operations? If so, we have an exciting opportunity for you!

This is a full-time, permanent position Monday to Friday from 6.00 AM – 3.00 PM.
Office-based position in central Cebu City.

To start in January/February 2024.

• Grab the opportunity you need to do your best work, working in a dynamic environment.
• Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for our clients.
• Grow and develop your career with us through our technical and professional development programs.
• Join us and connect and collaborate with the best and brightest talents, building a community of successful companies.
• Competitive Salary Package + generous benefits + personalized learning and development.

About the Role

We are seeking a highly motivated and skilled individual to join our team as an IT Supervisor. In this role, you will have the opportunity to showcase your leadership capabilities, leverage your seniority in managing a team, and utilize your proven experience in improving processes and policies to set up and enhance our helpdesk support operations.

Responsibilities

• Lead and help manage a team in IT and provide guidance, training, and mentorship to ensure exceptional customer service and technical support.
• General areas to support:
• Helpdesk Support Management: Manage ticket queues effectively, prioritising tickets based on urgency, impact, and resolve issues within SLAs.
• Hardware and Software Management: Manage hardware and softwar, Diagnose and resolve complex hardware and software issues, such as server crashes, disk failures, or application errors. 
• Network Management: Maintain the network protocols (e.g., TCP/IP, DNS, DHCP) and network security principles and monitor and analyse network tools.
• System Maintenance: Configure and optimise IT systems, hardware, and software.
• Applications and Integrations: Design and implement complex integrations between different systems, considering data transformation and security requirements.
• IT Project Management : Ensure that projects are completed on time, within scope, and meet quality standards. Assist the IT Manager in planning, coordinating, and overseeing IT projects.
• Risk Management : Conduct and assess risk assessments specific to IT systems and infrastructure.
• Policies and Process Management and Compliance: Develope and Maintain accurate and up-to-date documentation of IT processes, procedures, and configurations.
• Continuous Improvements and Data Analytics : Collaborate with the IT Manager on implementing best practices and optimising workflows and make recommendations for budgetary requirements to fulfil the department’s objectives related to service delivery.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience, with a minimum of five (5) years of relevant experience within IT support, focusing on helpdesk support, hardware and software management, and system administration.
• Proficiency in relevant technologies and platforms commonly used in medium to large organisations.
• In-depth knowledge of IT support best practices, industry standards, and emerging technologies.
• Strong project management skills, with the ability to plan, execute, and monitor projects effectively.
• Excellent communication and interpersonal skills, with the ability to work collaboratively with diverse stakeholders.
• Ability to communicate technical information to both technical and non-technical stakeholders.
• Strong analytical and problem-solving abilities, providing excellent customer service to end-users and other stakeholders
• Demonstrated leadership experience with the ability to supervise and lead a team effectively.
• Relevant certifications, such as ITIL, PMP, or other industry-recognized certifications, are highly desirable.