IT Support Specialist – Onsite (Pasay)

About the role

MicroSourcing is looking for an IT Support professional to join its Pasay office. You will be the first point of contact for users, handling incidents and service requests while ensuring smooth operation of core IT services.

Key responsibilities

• Perform initial triage of IT incidents and service requests logged through the Helpdesk system.
• Diagnose and resolve Level 1 and Level 2 technical issues for users.
• Manage Helpdesk tickets with accurate documentation, categorization, prioritization, and timely resolution according to SLAs.
• Provide support for Microsoft 365, Active Directory, Citrix, mobile device management, workstations, printers, and related technologies.
• Investigate and resolve escalated incidents involving server infrastructure, network connectivity, Oracle Simphony POS systems, and business applications.
• Create and maintain technical documentation, knowledge‑base articles, and standard operating procedures.

Required profile

• Minimum 12 months experience in a Level 1 or Level 2 Helpdesk, Service Desk, or IT Support role.
• Strong understanding of Microsoft technologies (Microsoft 365, Active Directory, Windows Server).
• Experience with Helpdesk ticketing systems, Citrix environments, and mobile device management platforms.
• Excellent communication, troubleshooting, documentation, and time‑management skills.
• Ability to work independently in an offshore support environment with minimal supervision.

Required skills

• Microsoft 365
• Active Directory
• Windows Server
• Citrix
• Mobile Device Management (MDM)
• Oracle Simphony POS
• Server administration
• Network troubleshooting
• Helpdesk ticketing systems

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one, group life insurance, and benefits for dependents.
• Collaborative and inclusive work environment with company‑sponsored events.
• Flexible work arrangements to support work‑life harmony.
• Opportunities for continuous learning, career growth, and advancement.