Technical Support Engineer

Smartsourcing

Philippines

On-site

PHP 391,000 - 614,000

Full time

5 days ago

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Benefits offered by this job

Christmas Leave

Healthcare Day 1

Free lunch

Night shift diff

Gym membership

Exclusives deals

Community programs

Job summary

Smartsourcing is seeking a full-time, onsite Technical Support Engineer in Cebu. You’ll deliver first- and second-line end-user support across hardware, software, operating systems, connectivity, and access, while deploying devices and managing user accounts and permissions.

You’ll work within IT service management processes, document fixes, and maintain endpoint health. A 1–2 year background in desktop/IT support and knowledge of AD/Azure/M365 are essential.

Qualifications

1-2 years in desktop/IT support, service desk, or IT support environments.
Hands-on with hardware, software, OS, endpoint administration, and network connectivity.
Working knowledge of IT service management.

Responsibilities

Provide first- and second-line end-user support across hardware, software, OS, connectivity, and access.
Deploy desktops, laptops, printers, and workplace tech; manage assets and onboarding/offboarding.
Manage user accounts, permissions, and authentication; administer AD/Azure/M365.
Monitor endpoint health; apply updates and preventive maintenance; document fixes.
Maintain tickets, knowledge base, and service metrics; contribute to process improvements.

Skills

Customer service

Troubleshooting

Communication

Education

Bachelor's degree in IT/CS/IS

Tools

Active Directory

Azure Portal

Microsoft 365 Admin Center

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