Job Description
About Us:
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 1,000 talented professionals
Responsibilities & Duties
- Executes and resolves L2 technical support requests, ensuring timely, accurate, and client-ready outcomes.
- Ensures effective management of ticket activities such as tracking and prioritising Major Incident requests
- Responds to client emails, calls, and messages with professionalism, clarity, and consistent adherence to communication standards.
- Acts as the primary escalation point for complex technical concerns, driving structured troubleshooting, and complete resolution of workflows.
- Escalates service concerns or improvement opportunities to the Operations Manager with full context and recommendations.
- Handles technical components of new client onboarding, ensuring smooth transitions and adherence to service standards.
- Executes technical project tasks, including migrations, deployments, and environment improvements.
- Performs system administration duties, including provisioning, configuration updates, access management, and environment maintenance.
- Conducts proactive troubleshooting and system optimisation to improve reliability, performance, and security.
- Identifies recurring issues and operational inefficiencies, recommending and implementing improvements to prevent repeat incidents.
- Maintains accurate, audit-ready documentation for all technical activities, resolutions, and client interactions.
- Develop and update technical documentation to support internal knowledge sharing and process consistency.
- Collaborate with internal teams to ensure timely, accurate delivery of services and seamless client experience.
- Identifies opportunities to expand services when aligned with client needs and company offerings.
- Ensures strict confidentiality and security of all client and company information.
- Delivers high-quality work with minimal supervision, consistently following established processes and standards.
- Contributes to ongoing process improvements, helping refine internal procedures and elevate service delivery.
Relevant Qualifications:
- CompTIA Certification
- MS-900 Microsoft 365 Fundamentals Certification
- AZ-900 Microsoft Azure Fundamentals Certification
- ITIL Certification
- 3CX Certification
Skills & Experience:- Minimum of 5 years of experience in MSP technical support or a relevant role with an AU/NZ/UK/US/CAN company.
- Strong proficiency in Microsoft 365, Azure AD, Intune, and cloud-based collaboration tools.
- Experience with IT security, VOIP systems, and network fundamentals.
- Demonstrated ability to collaborate effectively with peers and contribute to a high-performing technical team.
- Experience working in remote technical support environments.
- Strong written and spoken English communication.
- Excellent ticket management, including prioritisation, escalation, and SLA adherence.
- Proficiency in:
- Windows desktop troubleshooting
- Printer and peripheral support
- VOIP and internet troubleshooting
- Firewall deployments
- Backup setup and restoration
- DNS and networking fundamentals
- Remote access solutions
- Strong organisational skills and attention to detail.
- Ability to build and maintain positive client relationships.
- Analytical, structured problem-solving mindset.
- Flexibility and adaptability in a fast-paced environment.
Work Schedule
- Monday-Friday, 7:00 AM - 4:00 PM PH Time.
Location
- Home-based ; Equipment is provided.
- Should have strong internet connection (minimum of 20 mbps)
Note: As part of our recruitment process, we conduct a background check on all hired candidates. Please ensure that all required documents are prepared and submitted promptly.
By clicking on the I'm Interested button I hereby allow Outsourced Quality Assured Services, Inc. (Outsourced) to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.
