IT Support Analyst – Day Shift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver Level 1 and Level 2 IT support through phone, email, Teams, and the service desk portal.

• Diagnose and resolve issues related to Windows, Microsoft 365, user accounts, devices, printers, and connectivity.

• Record, update, and oversee support tickets while keeping users updated throughout the resolution process.

• Manage user accounts, passwords, MFA, permissions, and Microsoft 365 licenses.

• Provide support for Exchange Online, Teams, SharePoint, and other Microsoft 365 services.

• Assist with device setup, configuration, and management via Intune and Autopilot.

• Offer first-level support for business applications and escalate more complex issues to the appropriate teams.

• Collaborate with internal stakeholders and vendors to facilitate timely resolutions.

• Aid in employee onboarding, role transitions, and offboarding processes.

• Oversee device deployment, recovery, and asset tracking.

• Adhere to IT security policies and best practices.

• Maintain precise documentation and contribute to knowledge base articles and process enhancements.

⛳️ Requirements

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field, or equivalent practical experience.

• At least 2 years of experience in an IT service desk, desktop support, or managed service provider role, preferably supporting Australian or other international clients.

• Strong working knowledge of Windows 10/11, Microsoft 365 applications, Exchange Online, Teams, SharePoint, common peripherals, DNS, DHCP, VPN, and Wi-Fi.

• Hands-on experience in administering user accounts within Entra ID or Active Directory, including password and MFA resets and group management.

• Familiarity with IT service management platforms, maintaining disciplined ticket notes, and understanding incident, request, and escalation processes.

• Excellent verbal and written communication skills in English.

• Capability to assist users with varying levels of technical expertise via phone, email, and remote sessions.

• Proficiency in managing multiple tickets simultaneously, adhering to procedures, and recognizing when escalation is necessary.

• Willingness and ability to work Australian business hours consistently.

• Experience with Jira Service Management, ServiceNow, or similar platforms.

• Knowledge of Microsoft Intune, Autopilot, and endpoint compliance policies.

• Familiarity with Business Central, D365 CRM, Power Platform, or similar ERP and CRM applications.

• Basic understanding of Power BI, including workspace access, report sharing, and troubleshooting refresh issues.

• Experience with IT asset registers, equipment logistics, and remote onboarding or offboarding.

• Relevant certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS-900), Endpoint Administrator (MD-102), or Microsoft 365 Administrator (MS-102).

🏝️ Benefits

• Opportunity to work from home.

• Schedule from Monday to Friday, 9:00 AM–6:00 PM AEST/AEDT, with adjustments for daylight saving time.

• Health Maintenance Organization (HMO) coverage for 2 dependents along with medical reimbursements.

• Government-mandated benefits included.

• Opportunities to collaborate with leading companies in Australia and globally.

• Access to training programs for career development.

• Company outings, team-building activities, and wellness sessions.

• A supportive and inclusive company culture.

• Dedicated managers focused on fostering employee growth and success.

• Competitive salary and benefits package.

• Additional entitlements available.

• Structured career development programs in place.

• A people-first culture that prioritizes stability, growth, and employee well-being.