IT Support Analyst, Level 1 – Level 2

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

📋 Description

• Respond to client support requests and answer phone calls.

• Manage helpdesk tickets by prioritizing, updating, and escalating as necessary.

• Clearly communicate with non-technical users, setting expectations and following through.

• Utilize remote access to client devices for troubleshooting and issue resolution.

• Address daily issues related to user accounts, email, devices, and connectivity.

• Administer Microsoft 365 via the Microsoft 365 Admin Center, including user, license, mailbox, and access management.

• Conduct M365 administration tasks involving users, licenses, MFA, mailboxes, shared mailboxes, groups, and message tracing.

• Support M365 for multiple users and businesses, with exposure to Intune, SharePoint, and Teams administration.

• Manage and support client phone systems, covering extensions, ring groups, call flows, IVRs, SIP trunks, and handset provisioning.

• Troubleshoot issues related to phone call routing and quality.

• Respond to monitoring alerts such as suspicious sign-ins or compromised accounts.

• Contain security incidents by revoking sessions, resetting credentials, reviewing MFA methods, and checking mailbox rules, while escalating and documenting as needed.

• Verify the identity of requesters before processing sensitive password or MFA changes.

• Provide general MSP support assistance.

• Utilize ticketing, remote monitoring, and documentation tools.

• Offer networking support with UniFi configuration and maintenance, guided by the team.

• Keep ticket notes and records of the client environment up to date.

• Adhere to ticketing and documentation standards.

• Develop and maintain SOPs, checklists, and how-to guides.

• Identify repetitive tasks and automate them responsibly using AI or scripting while managing client data.

• Deliver prompt, accurate, and professional IT support to clients, resolving tickets and remote support requests from start to finish with minimal escalation.

⛳️ Requirements

• Hands-on experience in Microsoft 365 administration, including Microsoft Entra (Identity) and Exchange Online; end-user M365 experience alone is not adequate.

• Extensive knowledge and practical experience with the Microsoft 365 Admin Center, focusing on identity, Exchange, and related administrative tasks.

• Direct administration experience with a business or hosted phone system.

• Familiarity with a PSA/ticketing platform, an RMM, and an IT documentation platform.

• Experience in drafting SOPs, checklists, and technical documentation.

• Client-facing experience with a calm and professional demeanor on the phone.

• Proficient in spoken and written English, maintaining professionalism.

• Strong security judgment, including verifying identities before making sensitive changes and recognizing potentially compromised accounts.

• Reliable internet connection, power backup, and a suitable workspace.

• At least 2 years of IT support experience (preferred).

• Relevant IT qualifications or certifications such as MS-900, MS-102, MD-102, or CompTIA (preferred).

• Familiarity with Autotask, Datto RMM, and IT Glue, or similar platforms.

• Experience with 3CX or Yeastar (preferred).

• Networking experience, including UniFi, firewalls, VPN, and Wi-Fi (preferred).

• Familiarity with Intune, Defender, and Conditional Access (preferred).

• Experience with SharePoint and Teams administration (preferred).

• Background in supporting Australian or ANZ clients (preferred).

🏝️ Benefits

• Full-time remote work opportunity.

• Flexible remote work arrangement.

• Work during Adelaide business hours.