What an IT Support Hire Can Do For Your Business
A Philippines-based IT hire found through Tarino can take on the tasks below. Use this as a guide when scoping the role before your call. Our IT support role page has more detail, including typical salaries.
| Task | What this looks like in practice |
|---|---|
| Level 1 & 2 helpdesk support | Responding to staff and client support tickets via email, phone or ticketing system. Resolving common hardware, software and connectivity issues. |
| Ticket management | Logging, categorising and prioritising support requests in platforms like Freshdesk, Jira or Zendesk. Following up until resolution. |
| Remote desktop support | Connecting remotely to end-user devices to diagnose and resolve issues using tools like TeamViewer or AnyDesk. |
| Password & account management | Resetting passwords, managing user accounts and handling access requests in Active Directory, Microsoft 365 or Google Workspace. |
| Software installation & troubleshooting | Installing, updating and troubleshooting business software. Removing malware. Escalating complex issues to senior IT staff. |
| Hardware support | Troubleshooting peripherals, printers and workstations. Coordinating hardware replacements and warranty claims. |
| Task | What this looks like in practice |
|---|---|
| Microsoft 365 / Google Workspace admin | Managing user accounts, mailboxes, licences and group policies across Microsoft 365 or Google Workspace tenants. |
| Network monitoring | Monitoring network performance and uptime. Identifying and escalating connectivity issues. Maintaining basic network documentation. |
| Backup & disaster recovery support | Monitoring backup jobs. Verifying backup integrity. Escalating failures. Documenting recovery procedures. |
| Security & access management | Managing MFA setup, conditional access policies and user permission levels. Assisting with security incident response. |
| Asset management | Maintaining accurate hardware and software asset registers. Tracking device allocation, warranties and refresh cycles. |
| Patch management | Monitoring and applying OS and software patches across the fleet. Documenting update schedules and exceptions. |
| Task | What this looks like in practice |
|---|---|
| Technical documentation | Writing and maintaining IT knowledge base articles, setup guides and troubleshooting runbooks for end users and the IT team. |
| Onboarding & offboarding | Setting up new user accounts, devices and access permissions. Deprovisioning departing staff accounts and equipment. |
| Vendor & licence management | Tracking software licences and vendor contracts. Coordinating renewals and liaising with vendors on support issues. |
| Project support | Assisting with IT projects including system migrations, software rollouts and infrastructure upgrades. Managing tasks and tracking progress. |
| Reporting & analytics | Producing regular helpdesk performance reports. Tracking ticket volumes, resolution times and recurring issues for management review. |
Helpdesk and systems administration is high-volume, process-driven work, exactly the kind of role that suits offshore hiring. Philippines-based IT professionals typically know the tools Australian businesses run on: Microsoft 365, Google Workspace, Freshdesk, Jira and more. For growing businesses paying premium rates for routine Level 1 and 2 support, moving this function offshore frees up budget and keeps your local team focused on higher-value infrastructure work. The cost calculator shows typical totals.
IT support roles need technical skill and clear communication in equal measure. A hire who can resolve a ticket is only valuable if they also keep the user informed along the way. Tarino screens candidates for platform knowledge, written and spoken English, and practical problem-solving through role-specific tasks. We start with 1,000+ candidates per role and narrow them through CV and quality screening (40% remain), video screening (20%), a practical assessment (10%), a structured interview (5%) and finalist review (2%), so you only meet a shortlist of 3–4, typically within about 2 weeks.
If your team is losing hours to support tickets, or you’re paying too much for routine IT work, it’s worth a conversation. Book a 30-minute call with Tarino and we’ll help you scope the role and find the right person. One fee per hire, $5,000 excl. GST, with no ongoing markups and 6-month replacement cover for the same role under the conditions in your Scope of Work.
This page is general information, not legal, tax or financial advice. Check your situation with a qualified adviser.