Junior IT Services Technician | Onsite | AU Hours

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

Job description

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
• HR Asia Best Companies to Work for in Asia 2025
• HR Asia Most Caring Company Award 2025
• HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

An Australian-owned telco and tech company serving residential, business, and corporate customers. Strong customer service is core to how we operate, and we've built a reputation for punching above our weight in a competitive industry. The awards are nice, but we're not done yet. We're growing a team built to challenge how telco and tech is done.

Job Overview

• Employment type: Full-time
• Shift: Coverage AU business hours
• Work setup: On-site Setup

What we offer

• Competitive compensation package aligned with your skills and experience.
• Comprehensive HMO coverage, including a free dependent on Day 1
• Employee referral program with rewarding incentives
• 20 days of annual leave, giving you flexibility to manage your time
• Engaging team activities and events to keep work enjoyable
• Build strong, high-impact connections with key stakeholders across the business.
• Take part in client engagement initiatives to elevate your professional experience.

Job Summary

The IT Services Technician resolves client incidents and requests at the first line. The role is a resolver, not a router. Tickets on the Level 1 board are worked through to closure wherever they fall within scope, and escalation is the exception, made with the time already logged and the diagnosis written up.

What We’re Looking For

• Excellent customer service skills in spoken and written English.
• At least two years in an IT service desk or managed services role supporting Windows and Microsoft 365.
• Practical administration of Active Directory or Entra ID: user accounts, groups, licences and permissions.
• Working knowledge of IPv4 networking sufficient to diagnose connectivity issues.
• Experience with at least one endpoint security suite, ideally Sophos.
• Disciplined time recording against tickets.

Desirable

• Experience with HaloPSA or ConnectWise Manage.
• Experience with a remote monitoring and management platform, ideally NinjaONE.
• Microsoft Intune and Autopilot.
• A Microsoft certification, such as MD-102 or MS-900.
• Hosted PBX, VoIP and SIP fundamentals.
• Experience supporting Australian clients or working to Australian business hours.

What You’ll Be Working On

Service desk

• Work assigned Level 1 incidents and requests to resolution at first contact wherever they fall within scope.
• Log every inbound call, email and portal request in HaloPSA, and set type, subtype and item correctly at the point of logging.
• Escalate to a Senior IT Services Technician, the Systems Administrator or the Lead IT Technician with a clear statement of the symptom, the steps already taken, the evidence gathered and the reason for escalation.
• Maintain and improve the knowledge base so that work handled once can be handled by anyone thereafter.

Alerts and scheduling

• Required viewer of the Alert/Monitoring board. Give every new alert a first look, close or remediate those with a documented procedure, and elevate the rest to a normal ticket at the right level. A P1 goes straight to the Lead IT Technician.
• Own daily scheduling of on-site visits, project rollouts and patching windows, including confirmations with clients and technicians, logged to the capped scheduling charge code.
• Refer scheduling conflicts and unhappy customers to the Lead IT Technician rather than resolving them alone.
• Maintain the knowledge base jointly with the Queensland technician.
• In the absence of the Service Operations Administrator's, cover their operational duties as directed by the General Manager IT.
• Train the Service Operations Administrator in scheduling and hand it over in full, after which this role returns wholly to technical work.

Working practice

• Record your own time against the correct ticket and agreement as work is performed, not retrospectively at the end of the day, with a note the client can read.
• Identify work that recurs and refer it for automation or a permanent fix rather than resolving the same issue repeatedly.
• Communicate clearly and professionally with Australian clients in written and spoken English.
• Contribute to the team's performance by taking on broader accountabilities that reflect your capabilities, skills and development goals.