Offshore technical support staff in the Philippines give Australian MSPs and software companies level one and two coverage on Australian hours, so senior engineers can focus.
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Level one candidates typically hold CompTIA A+ or Network+ or an equivalent degree plus help desk experience. Level two candidates are expected to hold or be working towards Microsoft certifications covering Microsoft 365 or Azure administration. We confirm credentials during screening and test practical skills with scenario-based tasks.
For Australian MSPs and software companies, offshore technical support staff teams in the Philippines provide level one and two coverage on local hours, so senior engineers can stop clearing password resets and get back to project work. Each technician is a full-time ProVizion employee assigned only to you, working inside your PSA, your RMM and your documentation, and held to the same response and resolution targets as your onshore desk.
ProVizion Outsourcing has supplied technical staff to clients including Hewlett Packard, Transcosmos and Agency MVP since 2011, recruiting from a pool of over 10,000 Filipino professionals, many of whom hold Microsoft, CompTIA or vendor certifications. Because Manila's day shift overlaps the Australian working day in full, tickets raised at 8am in Brisbane are picked up at 8am, not queued for a night crew. This page sets out how technicians slot into an MSP, which tools they already know and how after-hours and security expectations are handled.
Level one work is triage, password resets, locked accounts, printer and peripheral issues, basic connectivity and the first pass at any ticket. Level two goes deeper: Exchange Online mailbox issues, Intune enrolment, conditional access troubleshooting, VPN and firewall changes within a documented scope, and server patching. ProVizion technicians typically cover the first fully and the second with escalation paths agreed in advance. Because Manila is UTC+8, a technician on a 7am to 4pm Manila roster is online from 9am Sydney time during standard time and covers the busiest part of the day, with Perth clients served on identical hours.
"Very professional group, highly recommend their services!"
Most MSPs start with two technicians on the service desk queue, reporting to the existing service desk coordinator. That keeps dispatch, escalation and client communication in the hands of the people who already own them. As the offshore group grows past four or five, a ProVizion team leader can take on rostering, quality review and coaching as part of a dedicated team, or you can promote one of the technicians into that seat. The offshore staffing model means each person is yours: they are not shared across other MSPs and do not rotate onto another client's queue.
Technicians are recruited for familiarity with the platforms Australian MSPs commonly use: ConnectWise Manage and Automate, Datto Autotask and RMM, Halo PSA, NinjaOne, N-able and Kaseya. Documentation lives in your IT Glue or Hudu, and time is logged against your ticket boards so utilisation reporting stays accurate. Where a candidate knows Autotask but you run Halo, the concepts transfer quickly and we build a short familiarisation module into onboarding. Nothing is copied out of your PSA into ours, because we do not have one.
"Great team that performs for us. Game changer."
The bulk of an Australian MSP's client base runs on Microsoft 365, with Entra ID for identity, Intune for device management and a mix of Azure and on-premises servers. Technicians are assessed on these before they are put forward, and level two candidates are expected to hold or be working towards relevant Microsoft certifications. Software companies with their own products add product training on top; a technician supporting a SaaS platform for accountants learns the platform the same way a new hire in your Melbourne office would, through shadowing, recorded sessions and a supervised first fortnight on live tickets.
Australian after-hours is Manila afternoon and evening, so extending coverage into the evening does not mean asking anyone to work overnight. An MSP offering support until 8pm AEST can roster a Manila technician from 11am to 8pm local time and cover it comfortably. On-call arrangements, with a technician monitoring alerts and responding to P1 tickets outside the core roster, are set up with clear paging rules and an escalation contact on your side. If you want round-the-clock monitoring, our managed technical support teams can run a rotating roster across three shifts.
Response and resolution targets are configured in your PSA and apply to the offshore technicians exactly as they do to your local desk, with the same escalation triggers. On security, Australian clients increasingly ask their MSP about the Essential Eight, and they will ask about anyone touching their environment. ProVizion technicians work through your privileged access tools, never with shared admin credentials, and every session is logged. Background checks, NDAs and role-based access are standard, and engagements can be structured to support the controls your clients expect. Many MSP clients include their offshore technicians in the same security awareness training as onshore staff.
Level one candidates typically hold CompTIA A+ or Network+ or an equivalent degree plus help desk experience. Level two candidates are expected to hold or be working towards Microsoft certifications covering Microsoft 365 or Azure administration. We confirm credentials during screening and test practical skills with scenario-based tasks.
Yes. Technicians are licensed users in your PSA and RMM, log time against your boards and follow your ticket workflows. Your data stays in your systems; ProVizion adds role-based access, activity logging and NDAs on top of whatever controls you already run.
Australian evenings fall within a normal Manila afternoon shift, so evening coverage is rostered without night work. For overnight or weekend monitoring, we arrange on-call technicians with agreed paging rules, or a rotating roster if you need continuous coverage.
Technicians work only through your privileged access and remote tools, never with shared credentials, and sessions are logged. Background checks and NDAs are standard. Engagements can be structured to support the controls your clients expect, and technicians can join your security awareness training.
One or two technicians can typically be live within 48 hours of confirming access and the role brief. Most are handling level one tickets independently by the end of the first week and level two work after a supervised fortnight, depending on the complexity of your client environments.
Two ways to start. Book a short call, or request a proposal and we'll come back with a recommended team structure.