Job Summary
Provide technical assistance, troubleshoot issues, maintain systems, and ensure efficient IT operations.
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 Role
The IT Support role involves providing technical assistance and support to end-users, ensuring hardware, software, and network systems operate efficiently. Responsibilities include troubleshooting, user guidance, and maintaining IT systems to optimize operational efficiency. This role requires a problem-solver with a strong customer service orientation.
Key Responsibilities- Technical Support & Troubleshooting
- Respond promptly to support requests through a ticketing system, phone, email, or in-person.
- Diagnose and troubleshoot technical issues related to hardware, software, network connectivity, and peripheral devices.
- Provide support for Windows, macOS, and mobile operating systems as required.
- Perform hardware repairs, software installations, updates, and configurations.
- User Assistance & Training
- Guide users through problem-solving processes to resolve technical issues.
- Educate and train users on IT best practices, software applications, and system use.
- Document frequently encountered issues and solutions to improve support resources.
- System Maintenance & Monitoring
- Monitor system performance, network connectivity, and security alerts.
- Conduct routine checks, updates, and patch installations for all hardware and software.
- Perform data backups, restore procedures, and ensure data integrity.
- Hardware and Software Setup
- Set up and configure new employee workstations, ensuring all necessary hardware, software, and network access are available.
- Maintain an accurate inventory of IT equipment and resources.
- Manage the lifecycle of equipment, from deployment to decommissioning.
- Network Support
- Assist in maintaining network infrastructure, including Wi-Fi, routers, switches, and firewalls.
- Troubleshoot network issues and escalate them to the network team as necessary.
- Security & Compliance
- Enforce security policies by ensuring that devices have updated antivirus software, encryption, and secure login protocols.
- Assist in audits, system compliance checks, and implementation of IT security standards.
- Monitor access logs and report suspicious activities.
- Collaboration & Documentation
- Work with the IT team to maintain IT documentation, including knowledge bases, FAQs, and user manuals.
- Collaborate on IT projects, system upgrades, and process improvements.
- Participate in team meetings, project planning, and strategy discussions.
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field (preferred but not always required).
- 1-3 years of BPO IT support experience or a related field.
- Certifications: CompTIA A+, CompTIA Network+, Microsoft Certified: Fundamentals, or similar.
Skills and Competencies
- Proficient in troubleshooting Windows, macOS, Office 365, VPNs, and network connectivity issues.
- Ability to diagnose and resolve complex technical issues efficiently.
- Strong communication and interpersonal skills, with a customer-oriented approach.
- Ability to prioritize tasks, manage multiple tickets, and meet deadlines.
- Ensure accurate record-keeping, documentation, and compliance with procedures.
Working Conditions
This Role May Require
- Occasional weekend or evening support, especially during emergencies or system/network updates.
- Lifting and moving of IT equipment (e.g., monitors, desktops) up to [specify weight].
- Remote support capability, including handling remote connections for troubleshooting.
Working Hours
- 8 AM-5 PM (Monday - Friday) Flexible schedule
Location
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.
