Technical Support Analyst – Hybrid (Cebu)

About the role

MicroSourcing is looking for a Technical Support Analyst to join its hybrid team in Cebu. You will be the first point of contact for end‑users, providing prompt assistance for software, hardware and system issues while ensuring service continuity.

Key responsibilities

• Deliver first‑ and second‑level technical support for Windows, macOS and related hardware.
• Diagnose, troubleshoot and resolve incidents within defined SLAs.
• Log and track cases using ticketing tools such as ServiceNow, Zendesk or Jira Service Desk.
• Escalate complex problems to specialized technical teams.
• Assist with system maintenance, updates and basic configuration tasks.

Required profile

• Bachelor’s degree in Information Technology, Computer Science or a related field.
• 1–3 years of experience in technical support or an IT service desk.
• Strong knowledge of Windows/macOS operating systems and basic networking concepts.
• Proven ability to communicate clearly with end‑users.

Required skills

• Windows and macOS troubleshooting.
• Basic networking.
• Ticketing tools (ServiceNow, Zendesk, Jira Service Desk).
• SQL or basic scripting (advantage).
• Familiarity with SaaS applications and cloud environments.
• Understanding of ITIL Incident, Problem and Change Management processes.

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one (including dependents).
• Paid time‑off with cash conversion and group life insurance.
• Flexible hybrid work arrangements.
• Opportunities for continuous learning and career advancement.
• Inclusive culture that celebrates diversity.