Technical Support (Senior)

Manatal; Philippines; On-site; PHP 614,000 - 837,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing is seeking a Technical Support specialist for onsite night shift in Eastwood, Quezon City. You will resolve software, hardware, and connectivity issues, and document steps in the CRM system.

Ideal candidates have 5+ years in technical support, strong Windows and Microsoft 365 knowledge, and excellent communication skills for both technical and non-technical users. Healthcare and growth opportunities are part of the package.

Qualifications

• At least 5 years of experience in a technical support role for Windows.
• Strong knowledge of Windows OS, Microsoft 365, hardware and peripherals.
• Experience using ticketing and CRM systems.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to support both technical and non-technical users.

Responsibilities

• Provide exceptional technical support for software, hardware, and connectivity.
• Diagnose and troubleshoot Windows OS, Microsoft 365, printers, and network issues.
• Document interactions and resolutions in the CRM system.
• Escalate complex issues to engineering with timely follow-up.
• Keep knowledge up-to-date on products and services.

Skills

Technical support

Windows OS

Microsoft 365

Hardware & peripherals

Ticketing system

CRM system

Troubleshooting

Customer service

Education

High School Diploma

Bachelor’s degree in IT or related field

Tools

Ticketing system

CRM system

Job description

Discover your 100% YOU with MicroSourcing!

Position: Technical Support
Location: Eastwood, Quezon City
Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy 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.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

As a Technical Support, you will:

• Provide exceptional technical support by resolving customer inquiries related to software, hardware, and connectivity issues.
• Diagnose and troubleshoot Windows operating systems, Microsoft 365 applications, hardware, printers, peripheral devices, and network-related concerns.
• Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately within the ticketing/CRM system.
• Escalate complex technical issues to the appropriate engineering or development teams while ensuring timely customer follow-up.
• Maintain up-to-date knowledge of company products, services, and technologies to deliver accurate and effective technical assistance.

What You Need

Non-negotiables

• At least 5 years of experience in a technical support role supporting Windows Operating Systems.
• Strong technical knowledge of Microsoft Windows operating systems, Microsoft 365 Suite, hardware, printers, USB devices, card processors, and other peripheral devices.
• Experience using ticketing and CRM systems to manage and document support requests.
• Excellent troubleshooting, analytical, and problem-solving skills with the ability to resolve issues efficiently.
• Excellent verbal and written communication skills with the ability to support both technical and non-technical users.

Preferred skills/expertise

• High School Diploma or equivalent; Bachelor's degree in Information Technology, Business Administration, or a related field is an advantage.
• Industry certifications such as CompTIA, CCNA, MCA/MCSE, or other recognized technical certifications.
• Strong organizational skills with exceptional attention to detail.
• Experience supporting point-of-sale (POS) systems or retail technology environments is highly desirable.
• Proven ability to achieve customer service KPIs such as Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), Time to Resolution (TTR), and ticket management metrics.

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.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

Terms & conditions apply.