IT Support Specialist

2 weeks ago

Pasay, National Capital Region, Philippines MicroSourcing International, Inc. Full time

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IT Support Specialist | MOA, Pasay
  • IT & Telecomms
  • Help Desk / Support
  • Mall of Asia, Pasay City
  • Permanent / Full Time

18/3/2025

Discover your 100% YOU with MicroSourcing

Position: IT Support Specialist
Location: MOA, Pasay City, Philippines
Work setup & shift: Onsite | Night shift (Compressed Work Week (4x11) Schedule)

Why join MicroSourcing?
  • 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:

  • Support the effective functioning of the information technology network, applications, and desktop equipment through incident, problem, and service request management. You will work with external vendors, FLG support office staff, and Club staff to find resolutions to problems that arise in the club and in our support offices.
  • Utilize your strong L1/L2 experience to support various internal stakeholders with a full range of IT service support from desktop/application issues, providing exceptional customer service and problem-solving skills.
  • Adjust to constant business change, including new requirements, evolving goals and strategies, business acquisitions, and emerging cloud technologies.
  • IT Support

    • 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 solutions for hardware and operating systems issues that affect our users.

    • Provide desktop, printer, and mobile device support for head office users and assist with the setup of new starters' computers and their profiles.

    • Work with the IT Service Desk team lead to identify and propose application systems enhancements.
  • General Duties

    • In/Outbound Phone calls.

    • Create knowledge base articles for internal reference and Service Desk Agents, ensuring they are kept up-to-date.

    • Support and BAU.

    • Train, share, and teach other support team members.

    • Assist in project task work as coordinated by IT Leadership.
  • Participation and Collaboration

    • Participate in daily/weekly meetings with your team to discuss progress and issues to be resolved, and report on progress.

    • Participate in ongoing discourse in the Groups teams channel.

    • Other duties as required.
What You Need:
Non-negotiables:
  • 3 to 5 years of IT experience.
  • MSP Experience preferred.
  • Strong English language communication and comprehension skills.
  • Strong analytical troubleshooting skills (all troubleshooting is completed over the phone).
  • Strong documentation practices.
  • Strong communication skills/phone manner.
  • 365 Admin experience (Exchange/Azure/Endpoint Manager - Preferred).
  • Diverse hardware troubleshooting skills, ability to think outside the box.
Preferred skills/expertise (NOT A MUST):
  • Prior experience supporting a UK, USA, Australian, or other English-speaking country in a remote-facing support role.
  • Meraki/Cisco Certifications.
  • Atlassian Experience/Certification (Jira/Confluence).
  • Microsoft 365 certifications.
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 company's strength lies in our people's 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 – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

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

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