IT Support Careers at ShoreAgents: Tech Jobs in Clark Freeport Zone

If you're a tech professional in Central Luzon and you're looking for a role that offers international exposure, professional growth, and a proper office environment — IT support at ShoreAgents is worth your serious attention.

We support Australian and New Zealand businesses from our office in Philexcel Business Park, Clark Freeport Zone, and IT professionals are a critical part of that team. Here's what the work actually looks like.

What IT Support at ShoreAgents Involves

IT support roles at ShoreAgents sit in one of two contexts:

Internal IT — Supporting ShoreAgents' own office infrastructure: network maintenance, hardware setup, system access management, software troubleshooting, and making sure 100+ staff members can do their jobs without technical barriers.

Client-facing IT support — Providing helpdesk and technical support to Australian businesses and their teams. This is typically Level 1 and Level 2 support — handling tickets, resolving common issues, escalating complex problems, and keeping systems running smoothly for clients who rely on technology to operate.

In both cases, the work is structured, task-driven, and genuinely impactful. When IT goes wrong, businesses feel it immediately. Good IT support professionals are heroes.

Day-to-Day Responsibilities

Depending on your specific role, a typical day might include:

Helpdesk and ticket management — Responding to IT support tickets, triaging issues by urgency, resolving common technical problems (password resets, access issues, software errors), and escalating to Level 2/3 when needed.

Remote troubleshooting — Using remote desktop tools to diagnose and fix issues on Australian client systems without needing to be physically on-site.

System setup and configuration — Setting up new user accounts, configuring devices, managing software installations, and onboarding new hardware into the network.

Network monitoring and maintenance — Monitoring network performance, identifying issues early, and coordinating resolutions to minimize downtime.

Cloud and SaaS administration — Managing Microsoft 365, Google Workspace, or other cloud platforms: user provisioning, permission management, troubleshooting access issues.

Documentation — Keeping IT runbooks, asset registers, and troubleshooting guides up to date so knowledge is captured and accessible.

Cybersecurity basics — Supporting antivirus deployments, monitoring for suspicious activity, educating users on security best practices, and escalating potential threats.

What Tech Will You Work With?

Australian SMBs use a wide range of technology. Common environments you'll encounter:

• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive) — the backbone of most Australian businesses
• Google Workspace — used by some clients as an alternative
• Windows 10/11 — dominant on client desktops
• macOS — increasingly common, especially in creative industries
• VoIP systems — 3CX, RingCentral, and others
• Network infrastructure — Cisco, Ubiquiti, Meraki setups
• Remote desktop tools — AnyDesk, TeamViewer, Splashtop
• Ticketing systems — Freshdesk, Zendesk, or Autotask
• Cloud platforms — Azure, AWS (varies by client)

The more of these you're familiar with, the stronger your application will be.

What Qualifications Do You Need?

Most IT support roles at ShoreAgents require:

• A degree or diploma in IT, Computer Science, Computer Engineering, or a related field
• 1–3 years of helpdesk or IT support experience (more for senior roles)
• Strong troubleshooting skills and the ability to work through problems systematically
• Professional English communication (you'll interact directly with Australian clients and users)
• Relevant certifications are an advantage: CompTIA A+, Network+, Microsoft certifications, ITIL Foundation

What Makes an Excellent IT Support Professional?

Technical skills matter, but the best IT support staff also bring:

Patience and communication. The users you're helping are often frustrated and non-technical. Explaining tech clearly in plain language — without condescension — is a real skill.

Systematic thinking. Good troubleshooting is methodical. Rule things out one by one. Document what you've tried. Don't guess randomly.

Ownership. Don't close a ticket until the problem is genuinely resolved. Follow up. Make sure it worked.

Learning mindset. Tech changes constantly. The best IT professionals stay curious and keep their skills current.

Why This Is a Strong Career Move

IT support in a BPO environment gives you something many purely local IT roles can't: international exposure. You'll develop familiarity with Australian business environments, work with technologies deployed across multiple client organizations, and build a track record of supporting real businesses with real technical needs.

This kind of experience is increasingly valued — whether you stay at ShoreAgents long-term or eventually move into other IT roles.

What You'll Receive as a ShoreAgents Employee

• Full-time, office-based employment at Philexcel Business Park, Clark Freeport Zone
• 9-hour daytime shifts aligned with Australian business hours
• HMO coverage, SSS, PhilHealth, Pag-IBIG, and 13th month pay
• Professional work environment
• Opportunities to grow into senior IT or systems administration roles

Apply Now

See current IT openings at shoreagents-careers.com or send your CV to recruitment@shoreagents.com.

Your tech skills can solve real problems for real businesses — from right here in Clark. Let's talk. 🧡