IT Helpdesk Support (Senior) | Cebu IT Tower 2/Day Shift

Discover your 100% YOU with MicroSourcing!

Position: IT Helpdesk L1 Support Personnel (Senior)

Location: Cebu IT Tower 2

Work setup & shift: Onsite | Day 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 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 an IT Helpdesk L1 Support Personnel (Senior), you will:

The IT Helpdesk L1 Support Personnel will provide technical support to clients in Level 1 capacity. They will be the first point of contact for technical assistance, handling basic to average complexity level issues relating to hardware, software, and peripherals. The role includes diagnosing problems, escalating complex issues, and ensuring customer satisfaction through effective resolution and communication.

The goal is to create value for clients that will help preserve the company’s reputation and business.

• Follow the instructions, guidelines and priorities advised by service desk manager.
• Serve as the first point of contact for customers seeking technical assistance in person or over the phone, email or support portals.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Escalate unresolved issues to the next level of support personnel in a timely manner
• Work closely with other IT team members to ensure seamless support and service delivery.
• Provide accurate information on IT products or services; explain technical details in an understandable manner to non-technical customers.
• Record events and problems and their resolution in logs/tickets
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Maintain effective communication with customers throughout the problem resolution process.
• Document internal procedures and contribute to internal knowledge-sharing platforms.
• Prepare accurate and timely reports.
• Reflect the supportive culture of our business to clients
• Assist with IT projects and initiatives as needed.
  
  

What You Need:

Non-negotiables

• Proven experience as a helpdesk engineer or other customer support role
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve basic technical issues
• Strong knowledge of operating systems and common software applications (Office Suite, email clients).
• Familiarity with networking concepts and troubleshooting basic network issues.
• Relevant certifications (e.g., CompTIA A+, Network+, ITIL) are not mandatory but a plus
  
  

Preferred skills/expertise

• Excellent problem-solving skills and the ability to work under pressure.
• Familiarity with networking concepts and troubleshooting basic network issues.
• Strong communication and interpersonal skills
• Customer-oriented, cool-tempered and always being professional
  
  

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