Hybrid IT End-User Support Specialist

MicroSourcing; Philippines; Hybrid; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Competitive rewards

Job summary

MicroSourcing invites an IT End-User Support Analyst to join our hybrid team at Mall of Asia, Pasay City. You will manage the Helpdesk queue, provide first-line troubleshooting, and administer accounts across Active Directory and Exchange Online while ensuring ITIL-aligned service delivery.

The role requires Windows 11 experience, Microsoft 365 expertise, and strong customer service skills. Hybrid work setup supports work-life balance and career growth opportunities.

Qualifications

• Qualification in Computer Science, Information Technology, or a related discipline.
• Minimum 2 years' experience in a Service Desk, Helpdesk, or End-User Support role.
• Experience supporting Windows 11 desktops and laptops.
• Experience working in an Active Directory/Entra ID managed environment.
• Experience supporting Microsoft 365 applications and using ITSM/Service Desk tools in an ITIL-aligned environment.

Responsibilities

• Monitor and manage the Helpdesk ticket queue, including triage, assignment, escalation, and resolution of incidents and requests.
• Provide first-line support and first-call resolution for hardware, software, and end-user issues where possible.
• Administer user accounts within Active Directory, Microsoft Entra ID, and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops, and Microsoft 365 applications.
• Liaise with third-party vendors and service providers while maintaining clear communication with end users throughout the support lifecycle.
• Document detailed information for escalated issues and contribute to continuous improvement of ICT Service Delivery processes.
• Ensure strict compliance with company ICT policies, standards, and ITIL-aligned procedures.

Skills

Customer service mindset

Troubleshooting

Ticket management

English communication

ITIL awareness

Education

Computer Science/Information Technology or related field

Tools

Active Directory/Entra ID

Exchange Online

Microsoft 365

ITSM/Service Desk tools

Job description

MicroSourcing invites an IT End-User Support Analyst to join our hybrid team at Mall of Asia, Pasay City. You will manage the Helpdesk queue, provide first-line troubleshooting, and administer accounts across Active Directory and Exchange Online while ensuring ITIL-aligned service delivery.

The role requires Windows 11 experience, Microsoft 365 expertise, and strong customer service skills. Hybrid work setup supports work-life balance and career growth opportunities.