IT Service Desk Technician (Level 1) - Australia

OutForce Inc.; Metro Manila; On-site; PHP 350,000 - 700,000; Full time

Benefits offered by this job

HMO coverage including a freeDependent

20 days annual leave

Employee referral program

Team activities and events

Stakeholder engagement opportunities

Job summary

OutForce Inc. is a people-first outsourcing company delivering dedicated offshore professionals embedded in client teams. We offer a supportive culture, HMO coverage, annual leave, and opportunities for growth.

The IT Services Technician role focuses on first-line incident resolution, client communication, and maintaining knowledge bases while supporting AU business hours and on-site operations in Australia-related projects.

Qualifications

• Two+ years in IT service desk or MSP roles.
• Experience supporting Windows and Microsoft 365.
• Active Directory or Entra ID administration (users, groups, licences, permissions).
• Working knowledge of IPv4 networking for connectivity issues.
• Experience with endpoint security tools, ideally Sophos.
• Disciplined time recording against tickets.

Responsibilities

• Handle Level 1 incidents and requests to first-contact resolution.
• Log every inbound request in HaloPSA with correct type, subtype and item.
• Escalate with a clear symptom, steps taken, evidence and reason for escalation.
• Maintain and improve the knowledge base for reusability.
• Log and coordinate on-site visits, project rollouts, and patches with clients and technicians.
• Refer scheduling conflicts to the Lead IT Technician; collaborate with the Queensland technician.
• Support Australian clients during AU business hours.

Skills

Customer service

IT service desk

Active Directory / Entra ID

IPv4 networking

Endpoint security (Sophos)

Ticketing time tracking

English communication

Education

Microsoft MD-102

Microsoft 365 Administration

MS-900

Tools

HaloPSA

ConnectWise Manage

NinjaONE

Intune/Autopilot

Microsoft 365 administration

Job description

OutForce Inc. is a people-first outsourcing company delivering dedicated offshore professionals embedded in client teams. We offer a supportive culture, HMO coverage, annual leave, and opportunities for growth.

The IT Services Technician role focuses on first-line incident resolution, client communication, and maintaining knowledge bases while supporting AU business hours and on-site operations in Australia-related projects.