Discover your 100% YOU with MicroSourcing!

Position: Service Centre Technical Analyst (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Day shift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Job Summary



The Service Centre Technical Analyst is responsible for contributing to overall customer satisfaction across all Enterprise customers by providing industry leading technical expertise and customer service through the management of customer incidents and service requests. This role is the technical expert within a high performing team and will be setting the benchmark across the business for customer support.

Your Role:

As a Service Centre Technical Analyst, you will:

• Provide specialist technical support for Enterprise customers by detecting, diagnosing, and resolving complex network and infrastructure issues across multiple product platforms.

• Act as the primary technical expert and escalation point within the Service Centre,

managing customer incidents and service requests to ensure high first-touch resolution

rates.

• Serve as the technical lead and conduit between the Service Centre and the internal

Major Incident Management (MIM) team during critical outages affecting enterprise

accounts.

• Provide proactive coaching, mentoring, and technical uplift to junior Client Specialists to

build overall capability within the team.

• Manage end-to-end customer expectations through clear, constant communication and

precise SLA adherence across call and ticketing queues.

• Liaise effectively with internal Technical Assistance Centers (TAC), Client Delivery

teams, and external vendors to drive issue resolution.

• Ensure comprehensive handover to following shifts and maintain accurate internal

technical and process documentation.

What You Need:

Non-negotiables

• Proven technical support experience within a telecom managed services or large

enterprise networking environment.

• Strong technical troubleshooting aptitude across multiple platforms (e.g., Mobile, Fixed,

Contact Centre, Security, and Network products).

• Proficiency in utilizing enterprise ITSM platforms (e.g., ServiceNow) and monitoring

ticketing queues.

• Willingness and flexibility to adhere to a 24/7 operating roster, including onsite and

after-hours requirements.

Preferred skills/expertise

• ITIL Foundation certification or a solid understanding of Incident and Major Incident

Management processes.

• Demonstrated experience in a client-facing role with excellent stakeholder management

--

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.

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, 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• 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.

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, visithttps://www.microsourcing.com/

*Terms & conditions apply