Hire Offshore Tech Support Staff Without the Headaches
Technical issues demand fast, reliable support, so we know that delays aren’t an option. That’s why we help Australian businesses build dedicated technical support teams in the Philippines, fully tailored to your systems and processes.
You retain control over workflows and SLAs, while we handle recruitment, infrastructure, and ongoing team support to ensure your offshore team operates like a seamless extension of your own.
- Have full control of your team.
- We handle the hiring, setup, and ongoing support.
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Onboard quickly within your systems.
What Technical Support Roles Can You Outsource with Satellite Office?
We match tech support roles to your internal structure, whether you’ve got a lean in-house IT team juggling everything or a multi-tier helpdesk needing round-the-clock coverage. Your offshore staff plug into your systems, follow your processes and deliver support with the same urgency and accountability as your local team.
What Your Offshore Technical Support Team Can Support?
Your offshore team works just like your in-house support crew. They are aligned to your tools, workflows and SLAs to keep tech issues resolved and customers happy.
Common tasks include:
- Troubleshooting hardware, software, and connectivity issues
- Managing and resolving help desk tickets via phone, chat or email
- Tier 1 and Tier 2 support with clear escalation paths
- System walkthroughs, password resets and user onboarding
- Logging incidents and documenting resolutions for knowledge bases
- Coordinating with internal IT teams on updates and patches
Why Satellite Office for Technical Support Outsourcing?
You don’t just need people answering calls – you need a capable, consistent, full-time team that understands your systems, your customers and the urgency that comes with every ticket. At Satellite Office, we help you build offshore tech support teams that function like an extension of your business.
Recruitment aligned to your systems, tools and escalation workflows
Save up to 70% versus local hires without compromising quality or capability.
Full-time, fully dedicated team members – no shared agents or rotating rosters
Full visibility and control of your team’s strategy, campaigns and workflow.
ISO-certified, VPN-ready environments that support security and compliance
Direct reporting lines and full control over priorities, schedules, and KPIs
Fast team ramp-up with dedicated onboarding and support.
Ongoing performance tracking and retention support to keep standards high
With Satellite Office, you’re not just outsourcing technical support – you’re building a reliable customer experience engine.
Yes. This is how most clients begin. You might not need a full team right away, and that’s okay. A single Helpdesk Agent or Level 1 Tech Support Specialist can take a huge load off your local IT team. From there, you can expand gradually as your needs grow and confidence builds. Think of it as dipping your toe in the water, not diving in blind.
Your offshore staff will be aligned to your business hours, whether that includes early starts, night shifts or staggered coverage if you need it. No weird time zone math, no waiting until “tomorrow” for a ticket response. Many clients even set up teams to cover extended hours or 24/7 support so their in-house IT team isn’t always on call after hours.
That’s one of the first things we cover during recruitment. Whether you use Zendesk, Jira, Microsoft 365, ServiceNow, Freshdesk or something niche, we find candidates with experience in your exact (or similar) platforms. If there’s a gap, we support onboarding and training.
Absolutely. You don’t need to be a tech giant to need reliable support. In fact, many of our clients are non-tech businesses – healthcare providers, e-commerce stores, education services – that simply need fast, friendly and knowledgeable IT help. We make sure your offshore team understands the human side of support too, not just the technical side.
This is one of the most important (and valid) concerns. All our staff work in secure, access-controlled environments with ISO-certified infrastructure. You decide what systems they can access and how. VPNs, firewalls, access tiers, NDAs – we help you lock it down. Your data stays protected, and you remain in control at all times.
Not if it’s done right. We only place dedicated full-time hires – no freelancers, no rotating call centre agents. These are your people, working only for your business. They’re trained in your systems and tone of voice. Many clients report that customers never notice the difference, and some even rate the offshore support higher due to faster response times.
For Australian businesses, yes – and here’s why. The Philippines has a strong track record in tech support roles, especially with Western clients. The workforce is highly educated, fluent in English, and culturally aligned with Australia. Plus, the time zone overlap means you can collaborate in real time.
Your offshore team is one conversation away
Book a free strategy call with our team and understand all the ins and outs of offshoring:
- Understand your objectives and discuss roles to offshore
- Answer all your questions on outsourcing
- Discuss pricing and savings – you’ll leave with an estimate on savings, timeframes and kickoff plan for next steps
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