Technical Support Analyst (Hybrid)

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 while ensuring a smooth IT experience.

Key responsibilities

• Provide first‑ and second‑level technical support for Windows, macOS, and related hardware.
• Diagnose, troubleshoot, and resolve incidents promptly.
• Log, track, and document cases in ticketing tools while adhering to SLAs.
• Escalate complex problems to specialized teams when needed.
• 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.
• Experience with ticketing platforms such as ServiceNow, Zendesk, or Jira Service Desk.
• Effective communication skills for interacting with end‑users.

Required skills

• Windows OS
• macOS
• Basic networking
• ServiceNow
• Zendesk
• Jira Service Desk
• SQL (basic)
• Scripting (basic)
• SaaS applications
• Cloud environments
• ITIL 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.
• Opportunities for continuous learning and career advancement.
• Inclusive culture that celebrates diversity.