Hybrid IT Helpdesk Analyst — Global Tech Support & Growth

MicroSourcing; Manila; Hybrid; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in the Philippines is hiring a Technical Support Specialist (IT Helpdesk Analyst) for a hybrid role at Mall of Asia, Pasay City. You will serve as SME for global enterprise software, troubleshoot issues, and collaborate with developers and QA to resolve complex problems.

The ideal candidate has technical support experience, SQL and HTML knowledge, strong English communication, and a willingness to work shifting hours and on-call.

Qualifications

• Experience in a technical support, help desk, or similar customer-facing technical role.
• Knowledge of SQL, particularly in creating read queries.
• Understanding of web technologies and basic troubleshooting.
• Strong verbal and written English communication skills.
• Strong interpersonal and customer service skills with a focus on customer satisfaction.
• Effective analytical, problem-solving, and decision-making skills.
• Strong knowledge of Microsoft Excel.
• Tech-savvy with a willingness to learn new technologies and software.
• Willingness to work a shifting schedule and participate in on-call support rotation.
• Willingness to work on a hybrid setup in Mall of Asia, Pasay City.

Responsibilities

• Serve as a subject matter expert for global enterprise software solutions.
• Troubleshoot technical issues, investigate root causes, and develop effective solutions for clients.
• Manage reported issues from initial assessment through resolution while keeping stakeholders updated.
• Collaborate with developers and QA teams when escalating complex technical issues.
• Identify tasks, software bugs, and opportunities for product improvements.
• Communicate timely and professional updates to clients and internal stakeholders.
• Follow up with stakeholders to ensure issues are properly addressed and resolved.
• Conduct technical investigations independently or collaboratively with the team.
• Identify client training opportunities and contribute to knowledge-sharing initiatives.
• Participate in the team's on-call support rotation.
• Stay current with new technologies and continuously develop knowledge of enterprise software solutions.

Job description

MicroSourcing in the Philippines is hiring a Technical Support Specialist (IT Helpdesk Analyst) for a hybrid role at Mall of Asia, Pasay City. You will serve as SME for global enterprise software, troubleshoot issues, and collaborate with developers and QA to resolve complex problems.

The ideal candidate has technical support experience, SQL and HTML knowledge, strong English communication, and a willingness to work shifting hours and on-call.