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.
Position Summary
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