Technical Lead

We’re looking for a results-driven Technical Lead to lead our dynamic operations center in Makati City.  If you're passionate about optimizing IT service delivery, mentoring high-performing teams, and solving complex technical challenges, this is your opportunity to play a key role in shaping the future of enterprise support.

What is the role
The following includes but may not be limited to the responsibilities of the Technical Lead:

• Act as the primary escalation point for complex technical issues, providing expert guidance to Tier 2 Support Specialists and ensuring swift, effective resolution.
• Mentor and coach support team members, promoting adherence to best practices in troubleshooting, documentation, and service delivery.
• Oversee the prioritization and delegation of support requests, balancing urgency, complexity, and business impact to maintain service excellence.
• Continuously evaluate and refine troubleshooting workflows to drive consistency, efficiency, and high-quality outcomes.
• Lead incident and problem management efforts, documenting resolution steps and analyzing trends to identify systemic improvements.
• Collaborate with leadership to shape and enhance technical support policies, procedures, and performance standards.
• Develop and maintain comprehensive technical documentation, including internal knowledge bases, client configurations, and troubleshooting guides.
• Identify and implement automation tools, scripts, and process enhancements to reduce manual effort and recurring issues.

• Support onboarding and training initiatives, ensuring new team members are equipped with the knowledge and tools to succeed.
• Deliver hands-on technical support, including software installations, hardware deployments, and network diagnostics as needed.
• Conduct root cause analyses for recurring incidents, driving long-term solutions and preventive measures.
• Coordinate with internal IT teams, vendors, and clients to resolve escalated issues and implement new technologies.
• Stay current with industry trends, emerging technologies, and certifications to maintain a high level of technical expertise.
• Ensure all support activities align with Managed Services agreements and meet or exceed service level expectations.

Work Schedule/Set-Up:

• Full Time – 40 hours per week
• Monday – Friday 8am – 5pm CST or may still vary
• Hybrid

Who we are looking for

• 5 years' experience as a Technical Leader / XOC Supervisor
• Excellent written and communication skills
• Experience with desktop and server operating systems, including Microsoft technologies.
• Experience managing/troubleshooting Windows Server environment including managing and troubleshooting Active Directory, domain file sharing, and basic understanding of Group Policy.
• Experience configuring and troubleshooting Microsoft 365 administrator portals (Intune, Azure, Teams, Exchange)
• Networking: Basic knowledge of networking technologies such as Cisco, Fortinet, SD Wan, MPLS, SIP, S2S VPN, LAN, WAN, VLANs
• Backup and Data Management: Familiarity with enterprise backup, archive, and data management tools (e.g., Mimecast, Box, Veeam, DPM)
• Virtual Technologies: Experience with VMWare and Microsoft Hyper-V
• Cloud Infrastructure: Experience managing cloud infrastructure (e.g., Azure, AWS, Google Cloud)
• Patch Management and Security: Familiarity with patch management, security surveillance administration, and related security practices
• Server Hardware and Network Equipment: Experience with installing, configuring, and maintaining server hardware, including Flash, SSD, SCSI, RAID, and I/O topology
• Enterprise Storage: Experience with SAN and NAS systems; EMC experience is a plus
• Experience mentoring and training junior team members on technical troubleshooting, best practices, and process improvements to enhance team capabilities. Working knowledge of a range of diagnostic utilities.
• Ability to conduct research into a wide range of computing issues as required.

What we offer

At New Era Technology, we are committed to providing our employees with rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:

• Hybrid Work Set-Up
• HMO + 1 free dependent 
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

What we do 

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

Who we are 

New Era promotes a culture of continued development, both personal and professional. As a team member, you will receive competitive benefits, industry training, and certifications. We are team-oriented and have a positive environment filled with incredible staff, who have a genuine passion for providing the best service to our clients worldwide.

We believe that investing in our employees is the key to professional growth and setting the standard for excellence in our field. We are looking for new team members who showcase our core values of community, integrity, agility and commitment. If this resonates with you, there is an opportunity join New Era Technology’s growing team of highly skilled and industry-certified professionals. 

New Era Technology, Inc., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).