Technical Support Analyst (pooling)
MicroSourcing
Date: 3 hours ago
City: Cagayan de Oro
Contract type: Full time
Discover your 100% YOU with MicroSourcing!
Position: Technical Support Analyst
Location: Cagayan De Oro
Work setup & shift: Hybrid
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 with flexible work arrangements.
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 Analyst, you will:
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
Non-negotiables
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 (e.g., 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.
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/
Position: Technical Support Analyst
Location: Cagayan De Oro
Work setup & shift: Hybrid
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 with flexible work arrangements.
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 Analyst, you will:
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
Non-negotiables
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 (e.g., 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.
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/
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