Technical Support (Senior)

Discover your 100% YOU with MicroSourcing!

Position: Sr. Technical Support
Location: Eastwood, Quezon City
Work setup & shift: Onsite 

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 the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As a Sr. Technical Support, you will:

• Provide remote Level 1 and Level 2 technical support to Service Agents across Australia and New Zealand.
• Diagnose and resolve issues related to printers, multifunction devices, and print environments.
• Troubleshoot hardware, software, driver, and network printing issues to identify and address root causes.
• Support Service Agents with escalated incidents and provide technical guidance for faster issue resolution.
• Log, monitor, and close service tickets in line with agreed SLA timelines and service standards.
• Escalate complex issues to Level 3 support teams or external vendors when necessary.
• Configure and support Windows print spooler services and print driver installations.
• Manage and troubleshoot print queues and print management software.
• Utilize remote desktop tools and ticketing systems to provide efficient technical support.
• Maintain accurate documentation of incidents, resolutions, troubleshooting steps, and known issues.
• Collaborate with internal teams in a fast-paced and customer-focused support environment.

What You Need:

Non-negotiables

• Proven experience in Level 2 Service Desk or Technical Support roles.
• Strong hands-on experience with printer and photocopier repairs and troubleshooting.
• Knowledge of multifunction devices, print management software, and queue management.
• Experience supporting Windows print spooler services and print driver configuration.
• Familiarity with network printing protocols such as TCP/IP, LPR, IPP, and SMB.
• Experience using remote desktop tools and IT ticketing systems.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to work independently while meeting SLA and performance requirements.
• Excellent communication and customer service skills.
• Proactive mindset with a willingness to learn new technologies.

Preferred skills/expertise

• Experience supporting enterprise print environments.
• Exposure to vendor management and escalation handling.
• Familiarity with ITIL-based service desk processes.
• Experience supporting geographically distributed teams across AU and NZ.
• Knowledge of networking fundamentals and device connectivity troubleshooting.

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 MicroSourcing

*Terms & conditions apply.