NIGHTS THAT PAY, COMMUTE THAT'S EASY!

Night shifts that pay big—plus overtime and empty roads so your commute feels like a breeze!

TGT-CODED BENEFITS: Enjoy these ViTAL Perks!

• Financial & Work-Life Benefits: Night shift differential, overtime pay and bonuses, referral incentives, daytime hours free for personal commitments, fewer commute traffic jams

• Night Shift Environment: Less crowded, quieter workspace, focus without daytime distractions, tech-forward modern facilities

• Health & Wellbeing: HMO from Day 1 (with dependent & dental coverage), psychiatric & medicine support, flu shots, life insurance

• Rewards & Growth: 24 PTOs (with conversion), annual appraisals, awards, referral programs, free daily meals & treats, career development, certifications, overseas training, vibrant office culture

• Location: Work in Eastwood (Night Shift!)

As a Technical Lead,

You'll be responsible for support desk leading and mentoring staff, ensuring ticket SLAs are met, resolving escalations, and communicating key issues to IT leadership.

Ideal Technical Profile

• 2+ years in a managed service or help desk environment; previous experience during after-hours or shift leadership roles.

• Proven technical support background (Tier 1 / Tier 2) with hands-on troubleshooting of desktop hardware, OS, network, email, common applications.

• Familiarity with Microsoft Windows (Windows 10/11/Server), macOS, Active Directory / Entra ID, VPN, ticketing systems (Jira, etc.).

• Demonstrated leadership/mentorship skills, with ability to maintain team morale and performance in non-business hours.

• Strong written and verbal communication skills; capable of crafting shift summaries, incident reports, and documentation.

• IT certifications such as ITIL Foundation, CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator or equivalent.

• Experience implementing SOPs and KB maintenance to standardize support workflows.

• Basic knowledge of cloud platforms (Azure, Microsoft 365), remote support tools, and ticketing platform admin.

• AMENABLE TO WORK ONSITE: Eastwood Night Shift

Technical Tasks

Team Leadership & Mentorship

• Supervise and coordinate help desk staff during after-hours shifts (evening, night, weekends), ensuring timely response and resolution of tickets via phone, email, or chat

• Mentor and coach team members—provide technical guidance, support career development, and maintain staffing levels per shift

• Communicate shift performance, major incidents, and service issues to IT leadership in real time

Technical Support & Escalation

• Act as escalation point for Tier 1/Tier 2 issues; troubleshoot complex incidents and escalate appropriately to higher-level teams

• Participate in incident management and major disruption coordination when high-impact events occur

Process Management & Quality Assurance

• Monitor performance metrics (First Call Resolution, SLA adherence, time-to-response/resolution, ticket volume) and drive continuous process improvements

• Conduct quality assurance: review ticket documentation, call recordings, and knowledgebase entries to uphold support consistency

• Update and maintain Standard Operating Procedures for after-hours processes; refine incident escalation flow and team workflows

MORE THAN JUST A JOB

Headquartered across the Philippines' most dynamic cities in BGC, Eastwood, Alabang, and Cebu, and now expanding internationally with our first overseas office in Sri Lanka, we're building a workplace that puts people first.

Make the most of our 100% virtual recruitment. Apply today!