IT Support Specialist

Discover your 100% YOU with MicroSourcing!

Position: IT Support Specialist

Location: Mall of Asia, Pasay City

Work setup & shift: Hybrid setup | Shifting schedule

Why join MicroSourcing?

Youll Have

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As an IT Support Specialist, you will:

Manage and take ownership of IT request tickets through the entire lifecycle while updating relevant teams and acting as an escalation point for Level 1 support

Proactively assist in the monitoring and maintenance of applications and systems by investigating, resolving, and escalating issues or queries

Provide exceptional customer experience via phone, chat, and self-service to troubleshoot hardware and operating system issues affecting users

Provide desktop, printer, and mobile device support for head office users and assist with the setup of new starter computers and profiles

Work with the IT Service Desk Team Lead to identify and propose application systems enhancements

Handle inbound and outbound phone calls related to IT support concerns

Create knowledge base articles for internal reference and Service Desk Agents and ensure documentation is kept up-to-date

Support BAU operations and assist in resolving technical concerns efficiently

Train, share, and teach other support team members

Assist in project task work as coordinated by IT Leadership

Participate in daily and weekly meetings to discuss progress, issues to be resolved, and report on progress

Participate in ongoing discourse in the Groups teams channel

Perform Other Duties As Required

What You Need:

Non-negotiables

Experience in an IT Service Desk, Help Desk, or Technical Support role

Strong troubleshooting skills for hardware, operating systems, printers, and mobile devices

Experience handling ticketing systems and managing incidents through resolution

Excellent verbal and written communication skills

Ability to work in a hybrid setup and shifting schedule environment

Preferred Skills/expertise

Knowledge of ITIL processes and service desk best practices

Experience supporting enterprise applications and systems

Experience creating and maintaining technical documentation or knowledge base articles

Strong customer service and stakeholder management skills

Ability to collaborate effectively within a fast-paced support environment

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply