This IT Specialist role focuses on providing first-level technical support for end-user computing environments, ensuring the smooth operation of IT hardware and software. The position involves helping employees resolve technical issues, managing IT assets, maintaining system security, and ensuring compliance with IT policies and service-level agreements (SLAs). Through effective troubleshooting, documentation, and collaboration with the IT team, the specialist enhances user productivity and delivers a reliable, secure, and efficient IT experience.
Responsibilities
Provide professional, efficient, and effective first-level technical support to internal and external customers
Diagnose and resolve hardware and software issues
Assist users with IT-related inquiries
Provide remote support when necessary
Assist end users with IT asset requests, including hardware issuance, software upgrades, and troubleshooting
Maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, peripherals, and software licenses
Log, track, and document all IT service requests and incidents in Freshservice
Ensure accurate documentation and timely resolution in accordance with established IT service-level agreements (SLAs) and IT service management (ITSM) processes
Maintain user security across systems and ensure compliance with company IT policies, information security standards, and established procedures
Work closely with IT colleagues to resolve technical issues, support projects and initiatives, and achieve departmental objectives
Proactively identify opportunities to improve IT services, processes, and end-user experience
Follow assigned IT shift schedules established by the IT Supervisor or IT Manager in alignment with business requirements
Maintain service quality under time pressure and communicate proactively to ensure effective coordination and uninterrupted support
Promote a safe, healthy, and sustainable workplace by reporting hazards and complying with workplace safety requirements
Complete required training, compliance activities, and professional development opportunities
Requirements
At least one year of experience in computer systems or a related IT support function
A Bachelor's degree or completion of a college degree in an IT-related course
Knowledge of Microsoft, macOS, and Linux operating systems, particularly desktop and endpoint configuration and troubleshooting
Experience in setting up, maintaining, and troubleshooting computer hardware, software, desktops, laptops, printers, and other peripherals
Familiarity with Microsoft products and solutions, cloud computing, endpoint protection systems, and antivirus or antimalware platforms
Millions of jobs, with real people getting hired every day
200,000+
New jobs added daily
7,000,000+
Verified job listings
1,000,000+
Tailored applications submitted
Experience using remote assistance tools to diagnose and resolve end-user technical issues
Basic understanding of IP networks, telecommunications, and core network applications and protocols, including DNS, NTP, and FTP
Knowledge of ITIL practices and experience working in an IT service management and information security-compliant environment
Strong interpersonal and communication skills, with the ability to listen to user concerns, identify technical issues, and recommend appropriate solutions
Excellent customer service and problem-solving skills, with the ability to build rapport, manage client relationships, resolve conflicts constructively, and collaborate effectively with colleagues
Strong analytical and organizational skills, with the ability to manage competing priorities and maintain service quality under pressure
Willingness to work on shifting schedules and render additional hours as required by business needs
Willingness to report to work on holidays when required by the assigned shift schedule
Commitment to meeting established IT service-level agreements, complying with IT processes and policies, collaborating with IT colleagues, and proactively communicating updates and potential issues
Nice to have:
Experience in a Call Center, BPO, Systems Integrator (SI), or IT service provider environment
Benefits
Above-market compensation
Healthcare coverage on day one, plus one or more dependents
Paid time-off with cash conversion
Group life insurance
Performance bonuses
Company-sponsored events and activities
Work arrangements designed to support professional and personal commitments
Opportunities for continuous learning, skills development, and career advancement
Inclusive culture that embraces diversity
Important Details
Schedule: shifting schedule, with additional hours as required
About the Company
MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines, with over 9,000 professionals across 13 delivery centers.
