Level 1 Technical Customer Support

From glitches to game plans—be the force that keeps IT flawless. Join Smartsourcing, a 4-Time Best Company to Work For

Hi We're
Smartsourcing
, and we need a
full-time
,
onsite Technical Support Specialist
to take our client's IT game to the next level. Whether it's solving tricky tech puzzles, rolling out new systems, or streamlining upgrades, you'll be at the heart of every innovation. Here, your expertise will keep the business ahead of the curve and running at full speed.

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 include:

• Project-manage new I.T. projects for the group, working with the team to ensure successful implementation.
• Test new solutions and present results to the business to ensure timely and effective implementation.
• Manage and resolve second-level queries, including emails and online tickets through Asana.
• Provide second-level technical assistance and maintenance support for software, hardware, and applications.
• Coordinate system upgrades, installations, integrations, customisations, configurations, and the 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 effectively.
• Organise, schedule, and implement I.T. tasks and projects.
• Handle operational and staff issues, liaise with other team members, and escalate matters to the Operations & I.T. Manager as necessary.
• Assist in all aspects of I.T. support from Level 1 upwards.
• Manage projects for new and existing systems.
• Provide complete documentation for integrations.
• Assist with application errors and system issues.
• Support desktop and network troubleshooting.
• Follow through with I.T. development tasks.
• Provide updates and support for new I.T. developments.
• Troubleshoot complex technical problems.
• Assist with telephone queries as required.
• Answer routine questions and provide support as requested.
• Train team members on processes and functions.
• Contribute to a safe work environment for everyone, every day, by reporting all hazards and incidents.
• Personally comply with all relevant internal and external compliance requirements and directives as communicated by management.
• Be accountable for compliance with internal company policies and procedures (e.g., Code of Conduct) and with all applicable external laws, regulations, standards, and industry codes.

We would need you to 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 and SQL

It would be awesome if you also had:

• A proactive, "can-do" attitude
• Willingness to work on
  rotational
  shift schedules
• The ability to prioritize tasks effectively
• A high level of accuracy and attention to detail
• Strong customer service skills
• A great team spirit
• The ability to adapt to change and work in a fast-paced environment
• The ability to work autonomously
• Strong time management skills
• Excellent communication skills (written and verbal)

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 fourth 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:

• Fixed weekends off
• 5-day Christmas Leave
• HMO coverage for you and your dependent/s from Day 1 of employment
• Group life insurance from Day 1 of employment
• Free lunch + soft breakfast every day
• Free coffee every day (latte, americano, or cappuccino) made by our in-house barista
• For the night shifters, additional NIGHT DIFF
• Sports wellness clubs including hiking and free-diving
• Subsidised gym membership at Anytime Fitness
• Engagement bonuses
• Over-the-top monthly, quarterly, and annual performance bonuses
• Exclusive discounts in selected restaurants and merchants
• 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.

Level up your career—step into a role where every solution you create makes an impact. Apply now at Smartsourcing.