Level 1 Technical Support

Tech issues come and go—but great support sticks. Join Smartsourcing - a Five-Time Best Company to Work For

At Smartsourcing, we're after a full-time, onsite Level 1 Technical Support Specialist who's part problem-solver, part people-champion. You'll manage tickets, assist teammates, and keep our client's systems running seamlessly behind the scenes.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

As a Technical Support, you will be providing support to our client's network in all facets of IT including software implementations, integrations, software, and service-related problems.

Some of the things we'd expect you to do are to:

• Project manage new IT projects for the group, working with the team to implement them successfully, testing, and showing results to the business to ensure the implementation is completed in a timely manner.
• Manage and resolve second-level queries, including emails and online tickets through Asana.
• Provide second-level technical assistance and maintenance support on software, hardware, and applications.
• Coordinate system upgrades, installations, integrations, customisations, configurations, and testing of new systems and hardware.
• Ensure that effective communication, customer service, cross-unit collaboration, and teamwork are a high priority and that performance is managed.
• Organise, schedule, and implement IT tasks and projects.
• Deal with any operational and staff issues, liaise with other team members, and escalate to the Operations & IT Manager as necessary.
• Assist in all aspects of IT support from Level 1.
• Project manage new and existing systems.
• Provide full documentation of integrations.
• Assist with application errors and system issues.
• Assist with desktop and network support.
• Follow through with IT development tasks.
• Provide updates and support on new developments in IT.
• Troubleshoot complex technical problems.
• Assist with telephone queries when required.
• Answer routine questions.
• Provide support as requested.
• Train team members on processes and functions as needed.
• Ensure that you are contributing to a safe work environment for everyone, every day — all hazards and incidents are reported.
• Personally comply with all relevant internal and external compliance responsibilities and directives as communicated by Management.
• Be accountable for compliance with internal company policies and procedures (for example, the Code of Conduct) and all applicable external laws, regulations, standards, and industry codes.

Requirements
We would need you to be or have the following:

• Systems knowledge - the ability to acquire new knowledge and apply it to assist team members.
• Windows operating systems
• MS Office applications
• TCP/IP Networking
• Active Directory & SQL

It would be awesome if you had the following:

• Proactive 'can-do' attitude
• Ability to prioritize
• High Level of accuracy and attention to detail
• Customer Service
• Great team player
• Ability to adapt to change and work in a fast-paced environment
• Ability to work autonomously
• Strong Time Management skills
• Excellent Communication skills (written and verbal)

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title—it's a testament to our commitment to making Smartsourcing an incredible place to build a career.Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• Weekends are yours (we respect your time off)
• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties

• Community give-back programs and personal development workshops

• And so much more

We're not just another outsourcing company. We're building something that actually matters here – a place where good work meets good culture.

Make IT happen. Apply now and grow with Smartsourcing

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