Job Description

About Shore360:

Shore360 is a 100% Australian-owned BP firm based in the Philippines, providing customized staffing and administrative support for international companies, handling recruitment, HR, IT, and office facilities so clients can focus on core business, offering transparent pricing, dedicated teams, and flexible setups. 

The Junior Technical Support Specialist is a full-time remote role responsible for providing Level 1 and developing Level 2 technical support to clients across Australia and New Zealand.

The successful candidate will support clients through phone, remote access tools, ticketing systems, and approved support channels while ensuring timely issue resolution, clear communication, and accurate documentation.

Key Responsibilities

• 
  Provide professional remote IT support to clients across Australia and New Zealand.
• 
  Handle Level 1 support requests and assist with Level 2 tasks following documented procedures and escalation processes.
• 
  Troubleshoot and support:
  • 
    Microsoft 365
  • 
    Outlook and Exchange Online
  • 
    Windows devices
  • 
    Intune-managed devices
  • 
    Entra ID / Azure AD
  • 
    Remote access tools
  • 
    Printers and receipt printers
  • 
    Basic networking and Wi-Fi issues
  • 
    VoIP and Microsoft Teams Phone systems
  • 
    Retail hardware including barcode scanners, EFTPOS terminals, and cash drawers
• 
  Monitor and manage assigned tickets, alerts, phone calls, and inbound support requests.
• 
  Maintain accurate documentation including troubleshooting steps, resolutions, time entries, and escalation notes.
• 
  Escalate complex, high-impact, or out-of-scope issues through the appropriate channels.
• 
  Communicate professionally and provide timely updates to clients and internal stakeholders.
• 
  Follow company security standards, policies, and documented support procedures.
• 
  Contribute to process improvements and knowledge base documentation where appropriate.
• 
  Prioritise urgent issues and maintain service quality in a fast-paced support environment.

Skills and Experience

Required

• 
  Minimum 2 years of relevant IT support experience preferred.
• 
  Strong customer service and troubleshooting skills.
• 
  Experience supporting:
  • 
    Microsoft 365
  • 
    Outlook and Exchange Online
  • 
    Microsoft Teams
  • 
    Windows operating systems
  • 
    General user administration
• 
  Excellent written and verbal communication skills.
• 
  Strong time management and multitasking abilities.
• 
  Ability to work independently while following documented procedures and escalation processes.

Preferred

• 
  MSP (Managed Service Provider) experience.
• 
  Experience supporting multi-site or multi-client environments.
• 
  Experience with:
  • 
    Intune
  • 
    Entra ID / Azure AD
  • 
    RMM and ticketing systems
  • 
    Documentation platforms
• 
  Familiarity with tools such as:
  • 
    NinjaOne
  • 
    Halo
  • 
    IT Glue
  • 
    SOTI
  • 
    ConnectWise
  • 
    Jira
  • 
    ServiceNow
  • 
    Atera

Certifications

• 
  Microsoft certification required or strongly preferred.
• 
  Preferred certifications include:
  • 
    MS-900
  • 
    AZ-900
• 
  Other relevant Microsoft certifications will also be considered.
• 
  Willingness to pursue ongoing technical development and certifications is expected.

Reporting and Escalation

The Junior Technical Support Specialist will work closely with the Service Desk Manager, Support Team Leader, Professional Services team, Technical Account Managers, and other support personnel.

The role requires adherence to documented escalation procedures, including:

• 
  Escalating urgent or high-impact incidents appropriately
• 
  Coordinating with vendors where required
• 
  Providing timely updates to clients and internal stakeholders
• 
  Maintaining clear documentation of ongoing issues, actions taken, and next steps

Work Arrangement

• Employment Type: Full-Time
• Work Setup: Remote / Onsite
• Schedule: Monday to Friday, 8:00 AM – 5:00 PM PH TIme

ShoreXtra Perks

• Day 1 HMO Coverage
• Attendance Bonus – Get a chance to earn Php 5,000 every pay run for consistent, perfect attendance.
• Fixed Weekends Off – Enjoy a guaranteed work-life balance with Saturdays and Sundays off.
• Join our Social Passion Clubs to connect with like-minded peers and bring your whole self to work every day: Photography Club, Dance Club, Fitness Club, Book Club, Music Club
• Engaging Monthly Events – Experience a vibrant culture with regular team activities and celebrations with amazing prizes and rewards
• Referral Incentives – Get rewarded for bringing top talent to the team via our referral program.
• Statutory Benefits: Maternity, Paternity, and Solo Parent Leaves, Magna Carta for Women, OT, and Premium Pays