Technology > Tech Support Level 2

Grow your IT business with offshore


To truly perform in an IT Support Level 2 role, candidates require more experience and technical know-how than your first line of customer support staff. These professionals have two to five years of experience and are well-versed in various issues and problems related to computer hardware, software, or other applications.

In the 2018 report Digital Pulse by Deloitte Access Economics and the Australian Computer Society said the demand for ICT professionals will grow to 100,000 until the year 2023. This will only add to the talent gap challenges of Australian and New Zealand tech companies.

There is a huge opportunity to set yourself up for the future by offshoring your help desk specialist function to the Philippines.

Discover the 3 easy steps to finding your offshore


Why send IT Support Level 2 to the Philippines?

In the early years of offshoring, Tech companies from the US sent work to China and India because of the available talent pool in these countries. All the while, the Philippines was rapidly growing its Business Process Outsourcing (BPO) industry.

It now boasts a talent pool of 1.5 million professionals including those who work in IT service desk outsourcing and other back office functions. Professionals who also have the best English speaking skills in Asia thanks to 50 years of American colonization. The Philippines today is a mature market and popular destination for the offshoring of IT support desk functions.

Proximity and same hours of operation

Your IT helpdesk support staff are happy to work the Filipino early morning shift in order to be aligned with your head office business hours in Australia or New Zealand. All calls made or received will be via local phone numbers, at local rates.

Your full team, including IT support level 2 staff, are dedicated only to your company and will be trained to know the details and specifications of your products and services.

If you require after hours support or additional shifts during peak season, Staff Domain can easily hire more offshore staff for you. You can also have separate teams handing different products, software, or services. Your business will have the scope to hire more competent, qualified professionals because you’ll be saving around 60% on labour and operating costs.

The Philippine IT industry is booming thanks to more investments and the government’s resolve to produce more tech graduates and skilled workers. This helps bridge the talent gap in the ICT industry being experienced by Australia and other western countries.

Outsourcing help desk services is one of the best ways for your company grow, and to provide high quality customer support to valued customers.

Tech Support Level 3

IT companies need client-facing technical experts to handle various highly technical enquiries from customers. When hardware or software issues are not resolved by the first two tiers of technical support, the help desks are escalated to a more senior tech support level 3 staff.

This level of support often means reaching out to local vendors like Cisco or Microsoft for problems which could not otherwise be solved. You’ll need expert and seasoned tech personnel with more intimate familiarity with these systems. They also need to have superior communication and customer service skills to handle frustrated clients and customers. 

Tech Support Level 1

Regardless of the size of your IT business, if you’re offering products and services, you’ll need a reliable tech support team on the front line. IT Support Level 1 staff are there to cover the basic tech-related enquiries with customer service being equally important as technical know how.

Offshoring customer service and support helps IT companies like yours overcome the challenges of the talent gap, and the inhibitive costs of setting up a call centre.

Pre Sales Engineer

Managed Service Providers with a complex sales process or those without a sales team at all, typically need strong pre-sales engineers. These specialised professionals help clients and customers understand the system, equipment, or software they are purchasing. This role not only requires technical skills and expertise, but exceptional customer service.
Due to the desk bound nature of the job, the skillset being applicable in any nation and the IT skills shortage in Australia and New Zealand – Pre-sales engineer roles are a great fit for offshoring.

Appointment Setters

Appointment setters from the Philippines can help small and medium businesses like yours find more leads, and close more deals. Staff Domain understand that making a great first impression is everything. Your sales appointment setting staff will make the crucial first contact with prospective clients to introduce your products and services. Most sales people prefer to focus on the proposal development and closing stages of the sales process.

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