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IT Support Technician

Job Description

This is a hands-on technical support role with a client-contact component. You will resolve a broad mix of support tickets across our client base — the majority handled through written channels and back-end work, with a portion requiring live, spoken assistance over the phone or in troubleshooting sessions.

Our team handles tickets across three communication levels: work requiring no direct client communication, work resolved through written communication (email, chat, ticket updates), and work requiring spoken support. You will contribute across all three, with day-to-day work weighted toward technical resolution and written communication, supported by senior team members who handle escalations and complex client conversations.

You will work as part of an established Australian technical team, picking up the deliverable workload so the broader team can be deployed effectively. Strong technical ability, clear written English, and competent, professional spoken English are all important; polished call-centre delivery is not required.

Job Title

  • IT Support Technician

Work Schedule
  • Day Shift
Job Qualifications/Requirements
  • Proven experience in a technical support role, with a strong focus on support.
  • Solid technical troubleshooting ability across email, security software (particularly Sophos), Microsoft 365 administration, and basic networking concepts.
  • Clear, professional written English suitable for client-facing email and ticket communication.
  • Competent, professional spoken English with the confidence to handle live troubleshooting calls when needed.
  • Experience with support tools and ticketing / PSA systems for effective issue resolution.
  • Desirable Skills:
    • Knowledge of VoIP systems, such as 3CX.
    • Understanding of backup solutions and server management.
    • Familiarity with Azure AD and domain management.
    • Relevant vendor certifications (training can be provided).
Job Responsibilities
  • Resolve a broad range of technical support tickets for client environments via access, written channels, and — where required — live phone support.
  • Assist clients with issues relating to email, security software (particularly Sophos), Microsoft 365, and network configurations.
  • Conduct troubleshooting sessions, guiding users through technical fixes and solutions where spoken or screen-sharing support is needed.
  • Document solutions and maintain accurate records in our PSA system, ensuring clear and comprehensive communication.
  • Escalate complex or sensitive issues appropriately to senior technicians, and collaborate with the wider team to keep client environments healthy.
  • Build positive client relationships through professional, customer-focused service and effective de-escalation where required.

To Apply, please create your profile at app.wrkpod.com for your application as this is part of the new application process, and click this link for the job details: here

All successful applicants will be stationed in our office at DUMAGUETE CITY.

Good luck and God Bless!