• We actively promote equal opportunity and fair treatment for all our employees, irrespective of their position, location or nationality, fostering a positive and inclusive workplace culture - grow your career!
• We understand the value you deliver, and we will give you the support to get the job done - be supported to be awesome!
• We find and retain the best - best Service Desk, best technical escalation, best team leads and managers, best team!
• We encourage transparency as one of the foundations of our culture, creating a healthier, more productive work environment while actively discouraging toxicity - be heard, feel safe to speak up!
  
  

• Liaises directly with clients for service escalations, often being the first point of contact
• Works with various stakeholders to manage and report on the effective delivery of our support services
• Oversees adherence to and fair use of support agreements, ensuring that exceptions are accurately captured and reviewed
• Ensures staff have access to simple and informative documentation for each supported client
• Owns service related issues, coordinating a team to ensure a timely resolution
• Constantly looking for improvements to client environments and/or process
• Oversees effective delivery and reports on major Incidents
  
  
  

• Experience and proven ability in a similar role, preferably servicing a large number of businesses simultaneously
• Incredible communication skills - demonstrable comms clarity, proven willingness to communicate often and ability to adapt the style and level of communication to the situation/recipient
• A solid understanding of IT services, industry and technology
• A passion for solving problems
• Excellent complex-problem diagnosis technique
• Calm under pressure, and not afraid to escalate or consult when unsure of a solution
• Experience with ConnectWise (preferred but not required)
• Experience working in a managed services, outsourcing or professional services environment (preferred but not required)
• Willing to work from home and in Ortigas, Pasig City Office / Alabang , Muntinlupa office
  
  

• 29th Floor, Robinsons Cyberscape Gamma, Topaz Road, Ortigas Pasig City Metro Manila Philippines
• 26th floor, Axis Tower One Building, Filinvest Ave, Alabang, Muntinlupa
  
  

• Opportunity to work from home. If you are residing within Metro Manila or in other nearby provinces, a hybrid work set-up will apply
  
  
  

• First Focus understands the importance of flexibility for a satisfying work-life balance, which is why we offer hybrid working arrangements
• ‘Never Stop Growing' is deeply embedded in our DNA - we offer 1 paid study day every month and support employees towards certifications and qualifications - we will pay for the exam and will also give you a pay rise for achieving certs (conditions apply, of course)
• HMO from the first day of your employment
• Addition of one (1) dependent (e.g., your spouse) to the Company's HMO policy (which includes medical coverage plus dental benefits package) on the first day of your employment
• All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counselors
• Dayshift, weekends off* plus25 days paid days leave annually
• Employee Referral Program (Php 20,000)
• Employee MVP Award (Php 10,000)
• Social events, End of Financial Year and Christmas
• Employee Profit Sharing*
• Loyalty bonus for long-term employees*

Please refer to job description.