IT Specialist - End-User Computing Group (EUCG)

About This Role

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
• 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.