Technical Support Analyst – Hybrid (Cagayan De Oro)

About the role

MicroSourcing is looking for a Technical Support Analyst to join its hybrid team in Cagayan De Oro. You will be the first point of contact for end‑users, helping them resolve software, hardware, and system issues quickly and efficiently.

Key responsibilities

• Provide first‑ and second‑level technical support for Windows, macOS, and related hardware.
• Diagnose, troubleshoot, and resolve incidents while adhering to defined SLAs.
• Log, track, and document cases using ticketing tools such as ServiceNow, Zendesk, or Jira Service Desk.
• Escalate complex problems to appropriate 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 troubleshooting and basic networking concepts.
• Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Desk).
• Effective communication skills for supporting end users.

Required skills

• Windows operating system
• macOS operating system
• Basic networking concepts
• ServiceNow, Zendesk, Jira Service Desk
• SQL or basic scripting
• SaaS applications and cloud environments
• ITIL Incident, Problem, and Change Management processes

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one for you and dependents.
• Paid time‑off with cash conversion and group life insurance.
• Flexible hybrid work arrangements and a collaborative, inclusive culture.