Technical Support Analyst | Cebu IT Park

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Analyst

Location: TGU Tower, Cebu IT Park

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 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

• Efficiently handle incoming calls through the Helpdesk hotline, providing comprehensive support to various departments for technical troubleshooting, system processes (AS400, WMS, proprietary apps), etc. Ensure smooth communication by escalating complex concerns to the Tech team, initiating urgent issue tickets, and offering crucial solutions for system problems. Conduct troubleshooting with users to resolve issues on the first attempt, distinguishing between user errors and programming issues and documenting all pertinent details in the ticket. Create tickets for users with non-functional PCs/Laptops/iPads or critical problems affecting their primary tasks. Monitor and accurately direct JIRA tickets to appropriate departments for swift resolution.
• Continuously oversee the operational status of business systems and computer setups to ensure their proper functioning. Identify and resolve issues related to hardware, software, or user access problems. Investigate and correct error messages and effectively manage helpdesk tickets from internal clients.
• Supervise daily system processes, monitoring real-time performance. Perform nightly operations on AS400 and warehouse management systems to ensure preparedness for the next business day.
• Handle software installations and assist in software upgrades necessary for job tasks. Document and keep records of user-submitted tickets and their resolutions for future reference.
  
  

What You Need

Non-negotiables

• AWS (Amazon Web Services) experience
• AS400, WMS, proprietary apps (preferred)
• JIRA (or other ticketing software) dissemination experience
• 3+ years of Technical Support Experience
  
  

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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