Technical Support Analyst (pooling)

MicroSourcing; Manila; On-site; PHP 390,600 - 613,800; Full time

Benefits offered by this job

Healthcare on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Remote work flexibility

Job summary

MicroSourcing in the Philippines offers a remote, full-time Technical Support Analyst role. You will provide first- and second-line support for software, hardware, and system issues, log cases, and meet defined SLAs.

Strong ticketing experience and ITIL awareness help you thrive in a fast-paced environment. The role emphasizes troubleshooting, escalation when needed, and contributing to system maintenance to ensure service continuity.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 1–3 years in technical support or IT service desk.
• Strong Windows and macOS troubleshooting skills with basic networking.
• Experience with ticketing tools (ServiceNow, Zendesk, Jira Service Desk).
• Excellent communication to support end users effectively.

Responsibilities

• Provide first- and second-level support to end users for software, hardware, and system issues.
• Diagnose, troubleshoot, and resolve technical incidents in a timely manner.
• Log, track, and document support cases using ticketing systems per SLAs.
• Escalate complex issues to appropriate technical teams when necessary.
• Assist in system maintenance, updates, and basic configuration tasks to ensure service continuity.

Skills

Windows troubleshooting

macOS troubleshooting

ServiceNow

Zendesk

Jira Service Desk

Customer communication

ITIL basics

Networking basics

Education

Bachelor's degree in IT/CS

Tools

ServiceNow

Zendesk

Jira Service Desk

Job description

Job Description

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Analyst

Location: Philippines (Metro Manila, Philippines)

Work setup & shift: Remote, Full-Time

Why Join MicroSourcing?

You'll Have:

• Competitive Rewards: above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time‑off with cash conversion, group life insurance, and performance bonuses
• Collaborative Spirit: contribute to a positive and engaging work environment by participating in company-sponsored events and activities
• Work‑Life Harmony: enjoy flexible work arrangements to balance work and life
• Career Growth: opportunities for continuous learning and career advancement
• Inclusive Teamwork: be part of a team that celebrates diversity and fosters an inclusive culture

Your Role

• Provide first‑ and second‑level technical support to end users for software, hardware, and system‑related issues
• Diagnose, troubleshoot, and resolve technical incidents in a timely and efficient manner
• Log, track, and document support cases using ticketing systems following defined SLAs
• Escalate complex issues to appropriate technical teams when necessary
• Assist in system maintenance, updates, and basic configuration tasks to ensure service continuity

What You Need

• Bachelor’s degree in Information Technology, Computer Science, or a related field
• 1–3 years of experience in technical support or IT service desk roles
• Strong understanding of troubleshooting Windows/Mac operating systems and basic networking concepts
• Experience using ticketing tools (ServiceNow, Zendesk, Jira Service Desk)
• Good communication skills with the ability to support end users effectively

Preferred Skills/Expertise

• Basic knowledge of SQL or scripting is an advantage
• Familiarity with SaaS applications and cloud‑based environments
• Exposure to ITIL processes (Incident, Problem, and Change Management)
• Experience supporting enterprise applications or systems
• Ability to work in a fast‑paced, SLA‑driven environment

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

MicroSourcing firmly believes that our company’s strength lies in our diverse talent. We are proud to foster an inclusive culture that embraces all individuals and provides opportunities for each to thrive. Our commitment to 100% YOU is a way of life, celebrating authenticity and valuing every contribution.

Terms & Conditions

Terms & conditions apply.