IT Service Delivery & Technical Support Specialist - Homebased

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.

IT Service Delivery & Technical Support Specialist

We are looking for experienced IT professionals to join our team in roles focused on client service delivery, project coordination, technical support, and network operations. Depending on your background and experience, you may be considered for a Client Service Delivery/Project Management or NOC/Technical Support position.

Key Responsibilities

Client Service Delivery / Project Management

• Build and maintain strong, professional relationships with assigned clients and key stakeholders.
• Act as the primary liaison between clients and internal Operations/Engineering teams.
• Manage client escalations and ensure timely resolution of service-related concerns.
• Take ownership of assigned client engagements and ensure successful service delivery.
• Provide pre-sales support for new services and engagements.
• Develop and manage project plans for implementations and migrations.
• Coordinate resources and schedules for client activities.
• Conduct regular client and service delivery meetings.
• Identify recurring service issues and proactively communicate risks, trends, and recommendations.
• Identify opportunities to improve services and develop new client opportunities.
• Manage multiple accounts, projects, and priorities while maintaining a high level of customer satisfaction.

NOC / Technical Support

• Provide help desk and technical support to end users through phone, remote connection, or online channels.
• Troubleshoot and resolve hardware, software, and system-related issues.
• Support Windows Server environments, Windows 10, Active Directory, DNS, DHCP, and Microsoft 365.
• Monitor systems and respond to alerts and incidents within a 24x7 NOC environment.
• Use monitoring, logging, SIEM, and incident management tools to investigate and resolve issues.
• Identify and escalate priority incidents based on established procedures.
• Work with internal teams and vendors to coordinate maintenance activities.
• Accurately document incidents, service requests, troubleshooting activities, and resolutions.
• Follow established processes and procedures while keeping current with system changes and updates.
• Provide appropriate solutions and follow up with users when required.

Qualifications & Skills

• College degree or equivalent relevant experience.
• 2+ years of experience in IT project management, technical support, service delivery, or a related field.
• Strong customer service and communication skills.
• Ability to manage multiple tasks, priorities, clients, or technical issues effectively.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate effectively with users, clients, vendors, and internal teams at different levels.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong attention to detail and ability to follow established processes.
• Willingness to work flexible hours, including shifts outside normal business hours when required.

Technical Experience – Preferred for Technical Support/NOC Candidates

• Windows Server 2012–2019 – 2+ years hands-on experience
• Windows Server configuration and application support – 2+ years
• Windows 10 – 4+ years
• On-premises Active Directory, Microsoft DNS and DHCP – 1+ year
• Microsoft 365 and Active Directory – 1+ year
• Windows Server/application troubleshooting – 2+ years
• System monitoring and alerting – 1+ year
• Basic experience with collaboration tools such as Zoom, Box, and Slack
• Basic experience with logging/monitoring tools such as Sumo Logic, Datadog, or Splunk
• Basic SIEM experience, preferably Sumo Logic
• Basic experience with incident management tools such as PagerDuty

Nice to Have:

• Virtualization/virtual environments

• Backup and recovery

• Additional NOC or infrastructure support experience

  Must be willing to work Mon - Friday 10pm - 7am Manila Time
  Must be willing to work on shifting schedule if needed
  Must have reliable internet connection at home

  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.
   
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