Technical Support Engineer

Smartsourcing Inc.; Cebu City; On-site; PHP 446,000 - 670,000; Full time

Benefits offered by this job

Healthcare from Day 1 for you and your

5-day Christmas Leave

Free lunch and coffee

Night shift differential

Gym membership

Job summary

Smartsourcing, Cebu City, Philippines, is seeking a full-time onsite Technical Support Engineer to provide first- and second-line end-user support. You will manage hardware, software, OS, connectivity, and access, while deploying devices and handling user accounts.

The role emphasizes strong troubleshooting and service-minded communication within IT service management processes. You'll work onsite at JEG Tower, Archbishop Reyes, Cebu City, and contribute to knowledge management, preventive

Qualifications

• Bachelor's degree or equivalent in IT/CS/IS or related discipline.
• Hands-on experience with desktop/hardware/software support.
• Familiar with IT service management concepts.
• Experience with AD, Azure, and M365 administration a plus.

Responsibilities

• Provide first- and second-line support for hardware, software, OS, and connectivity.
• Deploy and maintain workplace devices and manage user accounts/permissions.
• Escalate complex issues appropriately and communicate progress to users.
• Maintain ticket records and knowledge base articles.

Skills

Customer service

Verbal communication

Written communication

Troubleshooting

Multiproject management

Education

Bachelor's degree in Information Technology/CS/IS

Microsoft Fundamentals

ITIL Foundation

CompTIA A+

Network+

Tools

Active Directory

Azure Portal

Microsoft 365 Admin Center

Ticketing systems

Windows & macOS

Job description

Uptime is a team sport, and you're the one holding the playbook.

Hi! We're Smartsourcing, and we're hiring a full-time, onsite Technical Support Engineer. You'll be the friendly, capable fixer people turn to when their tech stops cooperating.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu

About the Role

You'll provide first- and second-line end-user support across hardware, software, operating systems, connectivity, and access. You'll also deploy and maintain workplace devices, manage user accounts and permissions, keep endpoints patched and healthy, and document everything you fix. You'll work within established IT service management processes, supporting employees and functional leaders across internal teams. It suits someone with strong troubleshooting instincts and a service-first attitude, who stays organised while juggling several requests and escalates complex issues at the right moment.

Key Responsibilities

End-User Technical Support & Incident Resolution

• Provide first-line and second-line support for hardware, software, operating systems, and connectivity issues.
• Diagnose, troubleshoot, and resolve technical incidents and service requests.
• Provide timely updates to users regarding issue status and resolution progress.
• Escalate complex technical issues when required.

Endpoint Deployment & Technology Administration

• Configure, install, and deploy desktops, laptops, printers, peripherals, and workplace technology assets.
• Maintain device standards and configurations.
• Support onboarding, transfers, and offboarding activities.
• Maintain accurate technology asset records.

User Access & Identity Management

• Manage user account provisioning, password resets, access permissions, and authentication requirements.
• Administer Active Directory, Azure, Microsoft 365, and related platforms.
• Maintain compliance with access control standards.
• Support guest access and connectivity requirements.

System Reliability & Preventive Maintenance

• Monitor endpoint health and performance.
• Apply updates, patches, and preventive maintenance activities.
• Identify potential technical risks and recommend corrective actions.
• Support workplace technology readiness and uptime.

Service Management & Knowledge Administration

• Maintain accurate ticket records, documentation, and knowledge base articles.
• Track incidents, requests, and resolutions through service management tools.
• Contribute to knowledge sharing and process improvement initiatives.
• Support reporting requirements and service metrics monitoring.

Artificial Intelligence (AI) Readiness and Digital Enablement

• Maintain baseline AI literacy and use approved AI tools responsibly, in line with company policies, data privacy, information security, and client confidentiality obligations.
• Apply sound judgment by validating outputs and avoiding overreliance, ensuring accuracy and accountability in all work delivered.
• Participate in AI readiness trainings and proactively identify opportunities for process improvement through automation and responsible AI integration.

What You'll Need to Succeed

Experience

• 1-2 years of experience in desktop support, technical support, service desk, or IT support environments
• Hands-on experience with hardware troubleshooting, software installation, operating systems, endpoint administration, user account management, and network connectivity
• Working knowledge of IT service management

Skills & Behaviours

• Strong customer service orientation, with clear verbal and written communication
• Confident engaging with stakeholders and keeping users updated
• Strong troubleshooting capability and attention to detail
• Able to manage multiple support requests in a dynamic environment

Education & Certifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related discipline
• Microsoft Fundamentals, ITIL Foundation, CompTIA A+, Network+, or equivalent certifications advantageous

Tools

• Active Directory, Azure Portal, and Microsoft 365 Admin Center
• Ticketing systems and endpoint management tools
• Windows and macOS

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• 5-day Christmas Leave (unwrap real time off)
• Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• Community give-back programs and personal development workshops

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.