📍 Job Overview

Job Title: Technical Support Lead
Company: Kyndryl
Location: Bangkok, Krung Thep Maha Nakhon, Thailand
Job Type: On-site
Category: Technical Support & Customer Service
Date Posted: June 16, 2025
Experience Level: 2-5 years
Remote Status: On-site

🚀 Role Summary

Lead and perform problem determination and resolution of desktop hardware and software issues, ensuring customer issues are resolved efficiently and effectively.
Provide exceptional technical assistance to external and internal users, enabling clients to achieve their desired business outcomes.
Diagnose and repair complex equipment, software, and systems, responding to escalated issues, and reporting critical design flaws, reliability, and maintenance problems.
Perform installations, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients.
Develop a deep understanding of the local and regional infrastructure, key contacts in other competencies, and ensure the proper team is aware of and taking action on the problem.

📝 Enhancement Note: This role requires a strong technical background, excellent customer service skills, and the ability to lead a team to resolve complex technical issues efficiently.

💻 Primary Responsibilities

Lead and Troubleshoot Desktop Hardware and Software Issues: Diagnose and repair complex desktop hardware and software issues, ensuring customer issues are resolved efficiently and effectively.
Provide Technical Assistance: Serve as the go-to person for customers requiring assistance with highly technical or sophisticated products, as well as for customer installations and training.
Perform IMAC Activities: Conduct installations, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring all related administrative duties are completed within Service Level Agreement objectives.
Report Design Flaws and Maintenance Problems: Identify and report critical design flaws, reliability, and maintenance problems, and bugs to ensure continuous improvement of products and services.
Collaborate with Other Competencies: Develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, to ensure the proper team is aware of and taking action on the problem.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to work under pressure, and excellent communication skills to effectively collaborate with other competencies and ensure customer issues are resolved promptly.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience: 3-5 years of experience in Customer Service or Technical Support roles, with at least 2 years of experience in a team leadership or supervisory capacity.

Required Skills:

Proficiency in configuring, diagnosing, and enhancing enterprise-level products.
Strong foundation in SQL and Windows Server technologies.
Hands-on experience in developing, enhancing, and troubleshooting Cognos or similar reporting and automation tools.
Experience with Fiserv products (a plus).
Excellent communication and customer service skills.
Strong leadership and team management skills.

Preferred Skills:

Knowledge of MS SQL Server and Windows Server environments.
Experience in automating reporting processes using Cognos, scripting, or SQL-based solutions.
Familiarity with cloud technologies.

📝 Enhancement Note: This role requires a strong technical background, with a focus on SQL, Windows Server, and Cognos or similar reporting tools. Experience with Fiserv products and cloud technologies is a plus.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate your technical expertise by showcasing your ability to diagnose and repair complex hardware and software issues.
Highlight your customer service skills by providing examples of how you have gone above and beyond to resolve customer issues.
Showcase your leadership skills by providing examples of how you have led a team to resolve complex technical issues efficiently.

Technical Documentation:

Provide detailed documentation of your problem-solving process, including the steps you took to diagnose and repair complex hardware and software issues.
Include examples of how you have identified and reported critical design flaws, reliability, and maintenance problems.
Demonstrate your ability to collaborate with other competencies by providing examples of how you have worked with other teams to resolve customer issues.

📝 Enhancement Note: This role requires a strong portfolio that demonstrates your technical expertise, customer service skills, and leadership abilities. Be prepared to provide detailed documentation of your problem-solving process and examples of how you have collaborated with other teams to resolve customer issues.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not provided in the job listing. Based on market research and regional adjustments, the estimated salary range for a Technical Support Lead in Bangkok, Thailand, with 3-5 years of experience is approximately 500,000 - 700,000 THB per year.

Benefits:

Learning Programs: Access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more.
Employee Well-being Support: Kyndryl cares about your well-being and offers benefits that give you choice, reflect the diversity of its employees, and support you and your family through the moments that matter – wherever you are in your life journey.
Volunteering Opportunities: Through Kyndryl's company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.

Working Hours: The standard workweek is 40 hours, with the possibility of working overtime or being on-call to resolve customer issues promptly.

📝 Enhancement Note: The salary range for this role is estimated based on market research and regional adjustments. The actual salary may vary depending on the candidate's qualifications and the company's compensation structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kyndryl operates in the technology services industry, providing mission-critical technology systems and services to Fortune 100 clients worldwide.

Company Size: Kyndryl is a large, global company with a diverse workforce and a strong focus on employee development and growth.

Founded: Kyndryl was founded in 2021 as a result of the separation of IBM's Managed Infrastructure Services business.

Team Structure:

The Technical Support team is responsible for providing exceptional technical assistance to external and internal users, enabling clients to achieve their desired business outcomes.
The team consists of experienced technical support professionals, led by a Technical Support Lead who is responsible for leading and performing problem determination and resolution of desktop hardware and software issues.
The team works closely with other competencies, such as installation, maintenance, and customer success teams, to ensure customer issues are resolved efficiently and effectively.

Development Methodology:

Kyndryl follows an Agile/Scrum methodology for software development and project management, with a focus on continuous improvement and customer success.
The company emphasizes collaboration, communication, and cross-functional teamwork to ensure customer issues are resolved promptly and efficiently.

Company Website: Kyndryl

📝 Enhancement Note: Kyndryl's company culture emphasizes customer success, continuous improvement, and collaboration. The company's large, global team structure allows for ample opportunities for growth and development within the organization.

📈 Career & Growth Analysis

Technical Support Lead Career Level: This role is a mid-level technical support position, responsible for leading and performing problem determination and resolution of desktop hardware and software issues. The Technical Support Lead is expected to have a strong technical background, excellent customer service skills, and the ability to lead a team to resolve complex technical issues efficiently.

Reporting Structure: The Technical Support Lead reports directly to the Technical Support Manager and works closely with other competencies, such as installation, maintenance, and customer success teams, to ensure customer issues are resolved promptly and efficiently.

Technical Impact: The Technical Support Lead has a significant impact on customer satisfaction and business outcomes by ensuring that customer issues are resolved efficiently and effectively. The role requires strong technical expertise, excellent communication skills, and the ability to lead a team to resolve complex technical issues promptly.

Growth Opportunities:

Technical Career Progression: With experience and strong performance, Technical Support Leads may have the opportunity to advance to more senior technical roles, such as Technical Support Manager or Technical Specialist.
Leadership Development: The role provides opportunities for leadership development, with the potential to transition into a management or team leadership role within the organization.
Technical Skill Development: Kyndryl offers extensive learning and development opportunities, including free certifications and access to the best learning in the industry, to help employees enhance their technical skills and advance their careers.

📝 Enhancement Note: This role offers significant opportunities for career growth and development within Kyndryl's large, global organization. With strong performance and a focus on continuous learning and improvement, Technical Support Leads can advance to more senior technical or leadership roles within the company.

🌐 Work Environment

Office Type: Kyndryl's office environment is modern, collaborative, and designed to foster innovation and creativity. The company's global offices are equipped with state-of-the-art technology and resources to support employees in their roles.

Office Location(s): Kyndryl's global headquarters is located in Armonk, New York, USA. The company has offices in over 100 countries worldwide, with a significant presence in Asia, Europe, and the Americas.

Workspace Context:

Collaborative Workspace: Kyndryl's offices are designed to encourage collaboration and communication among team members, with open-plan workspaces, meeting rooms, and breakout areas.
Technical Resources: Employees have access to the latest technology and tools to perform their jobs effectively, including high-performance workstations, multiple monitors, and testing devices.
Cross-Functional Collaboration: Kyndryl's teams are cross-functional, with representatives from various departments and disciplines working together to ensure customer issues are resolved promptly and efficiently.

Work Schedule: The standard workweek is 40 hours, with the possibility of working overtime or being on-call to resolve customer issues promptly. Kyndryl offers flexible work arrangements, including remote work and flexible hours, to accommodate employees' personal and professional needs.

📝 Enhancement Note: Kyndryl's modern, collaborative work environment is designed to support employees in their roles and foster innovation and creativity. The company's global presence and cross-functional teams offer ample opportunities for collaboration and growth within the organization.

📄 Application & Technical Interview Process

Interview Process:

Phone or Video Screen: A brief phone or video call to assess your communication skills and technical background.
Technical Assessment: A hands-on technical assessment to evaluate your problem-solving skills, diagnostic abilities, and knowledge of SQL, Windows Server, and Cognos or similar reporting tools.
Behavioral Interview: A structured interview to assess your customer service skills, leadership abilities, and cultural fit with Kyndryl's organization.
Final Interview: A final interview with the hiring manager or a panel of stakeholders to discuss your career goals, expectations, and fit within the team.

Portfolio Review Tips:

Highlight your technical expertise by showcasing your ability to diagnose and repair complex hardware and software issues.
Demonstrate your customer service skills by providing examples of how you have gone above and beyond to resolve customer issues.
Showcase your leadership skills by providing examples of how you have led a team to resolve complex technical issues efficiently.

Technical Challenge Preparation:

Brush up on your SQL, Windows Server, and Cognos or similar reporting tools knowledge and be prepared to demonstrate your diagnostic and problem-solving skills.
Familiarize yourself with Kyndryl's company culture, values, and mission to ensure a strong cultural fit and alignment with the organization's goals.
Prepare examples of how you have collaborated with other competencies to resolve customer issues and ensure a seamless customer experience.

ATS Keywords: (See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category, in the "🛠 Technology Stack & Web Infrastructure" section.)

📝 Enhancement Note: Kyndryl's interview process is designed to assess your technical skills, customer service abilities, and cultural fit with the organization. By preparing thoroughly and demonstrating your technical expertise, customer service skills, and leadership abilities, you can increase your chances of success in the interview process.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: Not applicable to this role.

Backend & Server Technologies:

SQL: Proficiency in SQL is required for this role, as it is essential for developing, enhancing, and troubleshooting Cognos or similar reporting and automation tools.
Windows Server: Strong foundation in Windows Server technologies is required for this role, as it is essential for configuring, diagnosing, and enhancing enterprise-level products.
Cognos: Hands-on experience in developing, enhancing, and troubleshooting Cognos or similar reporting and automation tools is required for this role.

Development & DevOps Tools:

Scripting: Experience with scripting languages, such as Python or PowerShell, is preferred for automating reporting processes and enhancing efficiency.
Cloud Technologies: Familiarity with cloud technologies, such as Microsoft Azure or Amazon Web Services (AWS), is preferred for this role, as they are increasingly being adopted by organizations to improve scalability and flexibility.

📝 Enhancement Note: This role requires a strong technical background, with a focus on SQL, Windows Server, and Cognos or similar reporting tools. Experience with scripting languages and cloud technologies is preferred but not required.

👥 Team Culture & Values

Web Development Values: Not applicable to this role.

Collaboration Style:

Cross-Functional Integration: Kyndryl's teams are cross-functional, with representatives from various departments and disciplines working together to ensure customer issues are resolved promptly and efficiently.
Code Review Culture: Kyndryl emphasizes collaboration and communication among team members, with a focus on continuous improvement and customer success.
Knowledge Sharing: Kyndryl encourages knowledge sharing and technical mentoring to ensure that employees have the skills and expertise they need to succeed in their roles and advance their careers.

📝 Enhancement Note: Kyndryl's collaborative work environment is designed to foster innovation, creativity, and customer success. The company's cross-functional teams, code review culture, and knowledge-sharing practices ensure that employees have the support and resources they need to succeed in their roles and advance their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Hardware and Software Issues: Troubleshooting complex hardware and software issues requires strong technical expertise, excellent diagnostic skills, and the ability to think critically and creatively to resolve problems efficiently.
Customer Expectations: Meeting customer expectations requires exceptional customer service skills, excellent communication abilities, and the ability to empathize with customers and understand their needs and concerns.
Time-Sensitive Issues: Resolving customer issues promptly and efficiently requires strong time management skills, the ability to prioritize tasks effectively, and the ability to work under pressure to meet Service Level Agreement objectives.

Learning & Development Opportunities:

Technical Skill Development: Kyndryl offers extensive learning and development opportunities, including free certifications and access to the best learning in the industry, to help employees enhance their technical skills and advance their careers.
Leadership Development: The role provides opportunities for leadership development, with the potential to transition into a management or team leadership role within the organization.
Emerging Technologies: Kyndryl encourages employees to stay up-to-date with the latest technologies and trends in the industry, providing opportunities to learn and develop new skills and expertise.

📝 Enhancement Note: This role presents significant technical challenges, customer service expectations, and time-sensitive issues that require strong technical expertise, excellent communication skills, and the ability to work under pressure. Kyndryl's extensive learning and development opportunities, leadership development, and emerging technologies focus provide ample opportunities for growth and development within the organization.

💡 Interview Preparation

Technical Questions:

SQL: Be prepared to demonstrate your proficiency in SQL by answering questions about your experience with Cognos or similar reporting and automation tools, as well as your ability to diagnose and repair complex hardware and software issues.
Windows Server: Be prepared to discuss your strong foundation in Windows Server technologies and your experience configuring, diagnosing, and enhancing enterprise-level products.
Customer Service: Be prepared to provide examples of how you have gone above and beyond to resolve customer issues and ensure customer satisfaction.

Company & Culture Questions:

Kyndryl's Mission: Be prepared to discuss your understanding of Kyndryl's mission, values, and commitment to customer success, as well as your alignment with the organization's goals and objectives.
Team Dynamics: Be prepared to discuss your experience working in a team environment, as well as your ability to collaborate with other competencies to resolve customer issues efficiently and effectively.
Customer Focus: Be prepared to discuss your customer-centric mindset and your ability to empathize with customers and understand their needs and concerns.

Portfolio Presentation Strategy:

Technical Expertise: Highlight your technical expertise by showcasing your ability to diagnose and repair complex hardware and software issues, as well as your experience with SQL, Windows Server, and Cognos or similar reporting tools.
Customer Service Skills: Demonstrate your customer service skills by providing examples of how you have gone above and beyond to resolve customer issues and ensure customer satisfaction.
Leadership Abilities: Showcase your leadership skills by providing examples of how you have led a team to resolve complex technical issues efficiently and effectively.

📝 Enhancement Note: Kyndryl's interview process is designed to assess your technical skills, customer service abilities, and cultural fit with the organization. By preparing thoroughly and demonstrating your technical expertise, customer service skills, and leadership abilities, you can increase your chances of success in the interview process.

📌 Application Steps

To apply for this Technical Support Lead position at Kyndryl:

Submit Your Application: Click on the "Apply Now" button on the job listing to submit your application through the application link provided.
Customize Your Portfolio: Tailor your portfolio to highlight your technical expertise, customer service skills, and leadership abilities, with a focus on your ability to diagnose and repair complex hardware and software issues, as well as your experience with SQL, Windows Server, and Cognos or similar reporting tools.
Optimize Your Resume: Highlight your relevant experience, technical skills, and achievements in your resume, with a focus on your ability to resolve complex technical issues, meet customer expectations, and work under pressure to meet Service Level Agreement objectives.
Prepare for Technical Assessment: Brush up on your SQL, Windows Server, and Cognos or similar reporting tools knowledge, and be prepared to demonstrate your diagnostic and problem-solving skills in a hands-on technical assessment.
Research Kyndryl: Familiarize yourself with Kyndryl's company culture, values, and mission to ensure a strong cultural fit and alignment with the organization's goals and objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

07aP - Technical Support