Discover your 100% YOU with MicroSourcing!
Position:
L1 Helpdesk Support
Work setup & shift:
Work from Home | Day shift (Melbourne support hours)
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: Work remotely while supporting a dynamic Melbourne-based operations team.
Career Growth: Gain hands-on experience in POS systems, hardware/software troubleshooting, and client-facing technical support.
Inclusive Teamwork: Be part of a collaborative support team focused on delivering exceptional customer service.
Your Role
You will:
- Provide day-to-day technical support to clients, resolving hardware (workstations, touchscreens, printers) and software issues (H&L Sysnet, Windows OS, and third-party applications).
- Diagnose and troubleshoot technical problems efficiently, identifying root causes and implementing appropriate solutions or escalations.
- Ensure high levels of customer satisfaction through professional communication and effective issue resolution.
- Conduct procedural guidance and system training for clients to support operational efficiency.
- Accurately log and manage tickets using the company's ticketing system, ensuring complete documentation and timely updates.
- Support internal H&L staff with technical concerns and collaborative troubleshooting.
- Identify potential new or expansion revenue opportunities during client interactions and escalate accordingly.
- Maintain strong knowledge of Windows operating systems, desktop and web-based applications, and computer security concepts including firewalls and antivirus tools.
What You Need
Non-negotiables
- Strong troubleshooting and problem-solving skills.
- Solid knowledge of Windows Operating Systems.
- General understanding of networking concepts.
- Good understanding of desktop and web-based applications.
- Knowledge of printer hardware and driver configuration.
- Understanding of computer security concepts, including firewalls and - antivirus solutions.
- Excellent written and verbal communication skills.
- Strong organizational skills and ability to manage multiple tickets effectively.
- Ability to work under pressure while maintaining service quality.
- Ability to work both independently in a remote setup and collaboratively within a team environment.
- Strong customer service orientation with a drive to deliver excellent client experience.
Preferred Skills/expertise
- Basic to intermediate knowledge of SQL Server.
- Experience in Hospitality and/or Point of Sale (POS) environments, ideally with H&L POS software.
- Previous experience in a Call Centre or Technical Support environment.
- Experience using ticketing tools for incident and service request management.
- Eagerness to learn new systems, integrations, and hardware technologies.
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% YOU
MicroSourcing 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, embracing different perspectives, and making room for opportunities for each individual to thrive.
At MicroSourcing, equality is not merely a slogan it's our commitment. 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.
