Global Support Deputy

Location: Cebu, Philippines

About the role

Lingo24’s corporate infrastructure and translation platform is key to the smooth running and on-going expansion of its global localization service provider activities. The Global Support Deputy, with the guidance of the Support Team Lead, is responsible for ensuring the stable and performance running of both Lingo24’s employee infrastructure along with our localization business process platform though their Support Team, including, but not limited to, providing first and second level support and management of incidents for the organization’s internal and external applications.

In this role, you will get the opportunity to:

  • Provide first line support for Lingo24’s Global Platform to Lingo24’s employees, suppliers and customers
  • Serve as an escalation point for Support Administrators
  • Provide local workstation and business tools (G Suite, JIRA, etc.) support to Lingo24 employees
  • Ensure steps are taken to resolve tickets within the ticket or the relevant Run Book so other members of the team can replicate if necessary
  • Analyze server logs to identify potential issues and raise them accordingly
  • Ensure that tickets are Responded to and Resolved within the SLAs defined for the ticket’s assigned Impact and Urgency level
  • Provide weekly report on ticket status and trends
  • Experienced in incident management, SLAs, escalations, etc
  • Information Technology based degree (desirable)
  • Possess the basic knowledge of networking in a multi-location environment
  • Experienced, if not certified, in ITIL service management, Redhat or Centos Linux systems administration
  • Active Directory and DNS experience
  • Server patching and updates
  • Ability to interpret server logs and diagnose potential problems
  • Demonstrable problem solving skills in a time-critical, technology led environment
  • Excellent organizational skills, able to work autonomously as well as in a highly collaborative, team-based environment
  • Analyze server logs to identify potential issues and raise them accordingly
  • Ensure that tickets are Responded to and Resolved within the SLAs defined for the ticket’s assigned Impact and Urgency level
  • Provide weekly report on ticket status and trends

We would expect you to be:

  • Experienced in incident management, SLAs, escalations, etc
  • Information Technology based degree (desirable)
  • Possess the basic knowledge of networking in a multi-location environment
  • Experienced, if not certified, in ITIL service management, Redhat or Centos Linux systems administration
  • Active Directory and DNS experience
  • Server patching and updates
  • Ability to interpret server logs and diagnose potential problems
  • Demonstrable problem solving skills in a time-critical, technology led environment
  • Excellent organizational skills, able to work autonomously as well as in a highly collaborative, team-based environment
  • Excellent written and verbal communication and presentation skills
  • Highly customer service oriented
  • Friendly, committed, can-do attitude and excellent team player
  • Desirable skills (not required):
    • DevOps tool experience
    • Azure Application Administration and MS intunes set-up or Google MDM
    • Experienced with Single Sign On configuration
    • Scripting experience. (Shell scripting, cron jobs)
    • Cisco Meraki experience

We would expect you to be:

  • Experienced in incident management, SLAs, escalations, etc
  • Information Technology based degree (desirable)
  • Possess the basic knowledge of networking in a multi-location environment
  • Experienced, if not certified, in ITIL service management, Redhat or Centos Linux systems administration
  • Active Directory and DNS experience
  • Server patching and updates
  • Ability to interpret server logs and diagnose potential problems
  • Demonstrable problem solving skills in a time-critical, technology led environment
  • Excellent organizational skills, able to work autonomously as well as in a highly collaborative, team-based environment
  • Excellent written and verbal communication and presentation skills
  • Highly customer service oriented
  • Friendly, committed, can-do attitude and excellent team player
  • Desirable skills (not required):
    • DevOps tool experience
    • Azure Application Administration and MS intunes set-up or Google MDM
    • Experienced with Single Sign On configuration
    • Scripting experience. (Shell scripting, cron jobs)
    • Cisco Meraki experience

What we offer

  • 7 hours work-day with a one hour lunch break;
  • Flexible working hours;
  • 18 days paid holiday/year plus an additional day of holiday starting with the 3rd year in the company;
  • Loyalty month: every 5th year in Lingo24, you get a celebratory month on top of your standard holidays;
  • Health and Life Insurance
  • Government mandated Benefits

Submit your CV now to apply for this role.

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