IT Support Analyst – L1/L2

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

📋 Description

• Serve as the initial point of contact for IT support inquiries received via the shared support inbox, ticketing system, and telephone channels.

• Record, categorize, prioritize, and manage incidents and service requests until resolution, following established service levels and escalation protocols.

• Provide remote Level 1 and Level 2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers, and related user issues.

• Assist with Microsoft 365 services, including Outlook, Teams, SharePoint, and OneDrive, resolving access, synchronization, configuration, and user functionality challenges.

• Diagnose and address common connectivity problems related to Wi-Fi, local networks, VPN access, internet services, and business telephony, escalating infrastructure issues as necessary.

• Utilize approved remote support tools and management agents to investigate issues, guide users, and implement authorized changes on managed devices.

• Create, modify, and disable user accounts and access permissions in accordance with approved requests, role requirements, and least-privilege security protocols.

• Coordinate IT onboarding and offboarding processes, including account provisioning, access modifications, device preparation, software deployment, and timely removal of access.

• Install, configure, and maintain approved applications, user profiles, endpoint settings, and security measures in line with internal standards.

• Keep accurate records of IT assets, devices, software licenses, and configurations while coordinating hardware preparation, replacement, delivery, and return activities with onsite teams.

• Facilitate access to CCTV applications, educational systems, and other authorized business platforms, escalating specialized system faults to the appropriate owner or vendor.

• Provide clear communication to users throughout the support lifecycle, offering practical instructions and confirming service restoration prior to ticket closure.

• Escalate complex, high-risk, or unresolved incidents to senior internal IT staff or third-party providers, including complete diagnostic notes, evidence, and actions taken.

• Maintain knowledge articles, troubleshooting guides, and standard operating procedures, while identifying recurring issues and opportunities for service improvement.

• Perform other position-related duties as they arise.

⛳️ Requirements

• A Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field is required.

• A minimum of 3-5+ years of experience in an IT service desk, technical support, managed service provider, or a similar end-user support environment is required.

• Proven capability in Level 1 and Level 2 support across hardware, software, user access, connectivity, and remote troubleshooting is essential.

• Strong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint, and OneDrive is necessary.

• Experience with administering Microsoft Entra ID or Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups, and permissions is required.

• Familiarity with Microsoft Intune, endpoint management, software deployment, device compliance, or similar management platforms is highly regarded.

• Proficiency in using ticketing systems, remote-support tools, and structured incident, request, and escalation processes is essential.

• Solid understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and basic network troubleshooting is required.

• Experience in supporting user onboarding, offboarding, device provisioning, asset registers, and software license records is essential.

• A strong grasp of information security, least-privilege access, confidentiality, and the appropriate handling of sensitive user and organizational data is necessary.

• Excellent written and verbal communication skills, with the ability to assist non-technical users calmly and professionally, are essential.

• Strong diagnostic, prioritization, and documentation skills, along with the ability to manage competing tickets and work independently, are crucial.

• Experience supporting education, childcare, or multi-site organizations, as well as certifications from Microsoft, CompTIA, or ITIL, are highly regarded.

🏝️ Benefits

• Work from home

• Monday to Friday: 9:00 AM – 6:00 PM AEST

• Health Maintenance Organization (HMO) coverage for 2 dependents and medical reimbursements

• Government-mandated benefits

• Opportunities to collaborate with leading companies in Australia, New Zealand, the United States, the United Kingdom, and Europe

• Training programs aimed at career development

• Engaging company outings, team activities, and wellness sessions

• Supportive and inclusive workplace culture

• Dedicated managers focused on your growth and success

• Competitive compensation and benefits

• Additional entitlements

• Structured career development programs

• Equal opportunity and inclusive workplace