IT Support Technician

Job Summary

Server administration via Active Directory, File & Print services, DNS, DHCP. Troubleshoot and resolve firewall, router

Job Description

Company Description

Outsourced.ph is a leading ISO certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification. We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1000 talented professionals.

The IT Support Technician provides technical assistance and support to end users across various organizations served by our MSP Clients. Responsibilities include diagnosing and resolving hardware, software, and network issues to ensure smooth system opera on.

The role involves responding to support requests promptly, serving as the initial point of contact for IT support tickets, and ensuring end-user satisfaction. IT Support Technicians must demonstrate strong interpersonal skills

for daily interactions with colleagues, executives, and customers. Additionally, they should possess exceptional problem-solving abilities, outstanding customer service skills, and adeptness in multitasking and organization.

In addition to the specific duties and responsibilities outlined in this position description, the incumbent is expected to accept and undertake any necessary tasks and responsibilities as assigned. This may include but is not limited to adapting to emerging priorities, contributing to cross-functional projects, and providing support to other areas of the organization as required. This clause ensures our team remains agile, responsive to change, and aligned with the evolving needs and goals of our organization. We value flexibility, a proactive attitude, and a team-oriented approach, recognizing that the scope of our work may expand beyond predefined roles to meet the dynamic demands of our business environment.

Duties And Responsibilities (Essential Job Functions)

• Respond promptly to user inquiries and provide advanced level technical support via phone, email, or remote support.
• Diagnose and resolve technical hardware and so ware issues, including desktops, laptops, printers, peripherals, and mobile devices.
• Use remote tools (RMM) and diagnostic utilities to aid in resolving support requests.
• Ability to troubleshoot spam filters, O365, Microsoft Exchange, and associated email solutions.
• Troubleshoot and resolve firewall, router, and other network related issues
• Server administration via Active Directory, File & Print services, DNS, DHCP.
• Escalate incidents to appropriate teams or vendors for further investigation and resolution.
• Setup and deployment of new PCs and printers
• Create new users and maintain Active Directory information.
• Install, configure, and troubleshoot operating systems, software applications, and user accounts.
• Assist with the procurement, installation, and inventory management of IT equipment.
• Document technical procedures, configurations, and troubleshooting steps for reference and training purposes.
• Provide excellent verbal and written skills geared towards customer service and IT support with end users.
• Participate in an on-call rotation to ensure timely resolution of urgent issues outside of regular business hours.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Provide training and guidance to users on best practices for utilizing IT resources effectively and securely.
• Stay informed about emerging technologies and industry trends to continuously improve IT support services and processes.
  
  

Qualifications

• Associate degree or higher in Informa on Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum 4 years of experience as an IT Support Technician or similar role.
• MSP Experience preferred.
• Understanding of computer hardware, so ware, and networking principles.
• Proficiency in troubleshoot ng technical issues and providing timely solutions.
• Familiarity with Windows and Mac opera ng systems, as well as Microsoft Office Suite and other common so ware applications.
• Familiarity with virtualization, Hyper-V and VMware.
• Knowledge of network protocols, TCP/IP, DNS, DHCP, VPN
• Experience with Active Directory, Office 365, Azure AD, and user account management.
• Strong communication skills, with the ability to interact professionally with any user from different client locations.
• Excellent problem-solving skills and attention to detail.
• Ability to work independently and prioritize tasks effectively in a fast-paced environment.
• Strong organizational and me management skills
• Preferred Relevant IT certifications such as
• o CompTIA A+
• o CompTIA Network+
• o CompTIA Security+
  

Must be willing to work Monday - Friday 8pm - 5am Manila Time

Must be willing to work in shifting schedule

Must have reliable internet connection at home

Must be comfortable working Homebased