IT Specialist

Discover your 100% YOU with MicroSourcing!

Position: IT Specialist – End-User Computing Group (EUCG)
Location: Eastwood. Quezon City
Work setup & shift: Onsite | Shifting Schedule

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 work arrangements designed to support your professional and personal commitments.
• Career Growth: Take advantage of opportunities for continuous learning, skills development, and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

The IT Specialist for End-User Computing (EUC) is responsible for providing first-level technical support and ensuring the smooth operation of IT hardware, software, and end-user computing environments. This role focuses on helping employees resolve technical issues, managing IT assets, maintaining system security, and ensuring compliance with IT policies and service-level agreements (SLAs). Through effective troubleshooting, documentation, and collaboration with the IT team, the Junior IT Specialist helps enhance user productivity and deliver a reliable, secure, and efficient IT experience across the organization.

Key Responsibilities and Accountabilities

• Technical Support and Troubleshooting: Provide professional, efficient, and effective first-level technical support to internal and external customers. Diagnose and resolve hardware and software issues, assist users with IT-related inquiries, and provide remote support when necessary.
• IT Asset Management: Assist end users with IT asset requests, including hardware issuance, software upgrades, and troubleshooting. Maintain an accurate inventory of IT assets, including laptops, desktops, mobile devices, peripherals, and software licenses.
• Incident and Service Request Management: Log, track, and document all IT service requests and incidents in Freshservice. Ensure accurate documentation and timely resolution in accordance with established IT service-level agreements (SLAs) and IT service management (ITSM) processes.
• IT Security and Compliance: Maintain user security across systems and ensure compliance with company IT policies, information security standards, and established procedures.
• Team Collaboration and Continuous Improvement: Work closely with IT colleagues to resolve technical issues, support projects and initiatives, and achieve departmental objectives. Proactively identify opportunities to improve IT services, processes, and end-user experience.
• Service Quality and Schedule Adherence: Follow assigned IT shift schedules established by the IT Supervisor or IT Manager in alignment with business requirements. Maintain service quality under time pressure and communicate proactively to ensure effective coordination and uninterrupted support.
• Health, Safety, and Professional Development: Promote a safe, healthy, and sustainable workplace by reporting hazards and complying with workplace safety requirements. Complete required training, compliance activities, and professional development opportunities.

Qualifications:

• At least one year of experience in computer systems or a related IT support function.
• A Bachelor's degree or completion of a college degree in an IT-related course.
• Knowledge of Microsoft, macOS, and Linux operating systems, particularly desktop and endpoint configuration and troubleshooting.
• Experience in setting up, maintaining, and troubleshooting computer hardware, software, desktops, laptops, printers, and other peripherals.
• Familiarity with Microsoft products and solutions, cloud computing, endpoint protection systems, and antivirus or antimalware platforms.
• Experience using remote assistance tools to diagnose and resolve end-user technical issues.
• Basic understanding of IP networks, telecommunications, and core network applications and protocols, including DNS, NTP, and FTP.
• Knowledge of ITIL practices and experience working in an IT service management and information security-compliant environment.
• Strong interpersonal and communication skills, with the ability to listen to user concerns, identify technical issues, and recommend appropriate solutions.
• Excellent customer service and problem-solving skills, with the ability to build rapport, manage client relationships, resolve conflicts constructively, and collaborate effectively with colleagues.
• Strong analytical and organizational skills, with the ability to manage competing priorities and maintain service quality under pressure.
• Experience in a Call Center, BPO, Systems Integrator (SI), or IT service provider environment is highly preferred.

Other Position Requirements:

• Willingness to work on shifting schedules and render additional hours as required by business needs.
• Willingness to report to work on holidays when required by the assigned shift schedule.
• Commitment to meeting established IT service-level agreements, complying with IT processes and policies, collaborating with IT colleagues, and proactively communicating updates and potential issues.

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% YOUMicroSourcing 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, embrace different perspectives, and create opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan — it's our commitment and 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.