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Technical Support Outsourcing

Introduction

The Philippines has a large number of IT specialists. Many work in IT departments and technical support organizations. Their technical capabilities and great English language skills enable the specialists to provide services to overseas clients. The Philippines is located in the EST+12 time zone, enabling us to easily cover the night shift for US-based clients. This has sparked many companies to move part of their technical support capabilities to the Philippines. A large part of this industry consists of call center technical support, which is usually restricted to lower level technical support and troubleshooting for specific brands and systems. On the more advanced side, we are seeing a growing number of highly specialized networking and system specialists with certifications for platforms like Cisco and Microsoft.

With our roots in the web development industry, our first experience with technical support was in 2004 when we were responsible for the remote monitoring and maintenance of the web servers for one of our first large clients. As our company grew, we expanded our internal IT support capabilities and as our systems and network infrastructure grew more complex, we invested more in high-level certified engineers. We now have experience in setting up technical support teams for voice, email, and chat support. We also have a number of highly specialized network administrators remotely monitoring and managing the clients' networks.


Experiences

The roots of MicroSourcing are in technical support and we have a lot of experience in the technical support industry:

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