IT Support Technician || ONSITE || Up to 45k

OutForce is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

• Great Place to Work® Certified
  


• HR Asia Best Companies to Work for in Asia 2025
  


• HR Asia Most Caring Company Award 2025
  


• HR Asia Diversity, Equity & Inclusion Award 2025
  

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

Job Overview:  

Employment type: Full-time

Shift: TBC

Work setup: ONSITE 

Salary: 35,000 - 45,000

What we offer: 

• Competitive compensation package aligned with your skills and experience
  


• Night differentials pay to help maximize your earnings
  


• Comprehensive HMO coverage, including a free dependent on Day 1
  


• Employee referral program with rewarding incentives
  


• 20 days of annual leave, giving you flexibility to manage your time
  


• Engaging team activities and events to keep work enjoyable
  


• Build strong, high-impact connections with key stakeholders across the business
  


• Take part in client engagement initiatives to elevate your professional experience. 
  

The position relies heavily on Woolpert’s standard operating procedures (SOPs), knowledge base articles, and documented workflows to ensure consistent, efficient, and well‑documented support delivery.

Ticket Intake & Triage

• Monitor and manage incoming tickets through Woolpert’s helpdesk platform
  


• Perform initial triage, including:
  




• Validating request details
  


• Assigning correct category, service, and priority
  


• Identifying impact and urgency
  




• Ensure tickets are routed or escalated to the appropriate resolver group in accordance with SOPs and escalation guidelines
  

Basic Support & Self‑Service Enablement

• Provide basic Tier 0 support using approved scripts, knowledge articles, and SOP documentation
  


• Guide users through standard procedures or self‑service options where applicable
  


• Confirm resolution or escalate when issues fall outside Tier 0 scope
  
  

Documentation & Quality

• Maintain accurate and complete ticket documentation, including:
  




• Clear problem statements
  


• Actions taken
  


• Escalation rationale
  




• Reference and follow Woolpert’s documented SOPs, workflows, and knowledge articles
  


• Identify opportunities where documentation or SOP updates may be needed and provide feedback to leadership
  

Escalation & Communication

• Escalate unresolved or higher‑impact issues to Tier 1 or Tier 2 support teams in a timely manner
  


• Communicate clearly and professionally with end users regarding status, expectations, and next steps
  


• Support consistent service experience by following established communication and response standards