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IT Support Analyst (Level 1 - Level 2)

59 minutes ago
Philippines
Full-time
Mid Level
Technical Support Engineer
DevOps and Infrastructure
Cybersecurity
Apply Now
Outsourced Staff

Outsourced Staff

Outsourced Staff provides high-performing dedicated teams of tech, digital, and customer support specialists in the Philippines, helping businesses reduce costs and increase productivity.

Professional Services
11-50
View All Jobs 3

Description

  • Respond to client support requests by phone, email and portal, providing professional and timely assistance.
  • Manage, prioritise and update helpdesk tickets, resolving issues end to end and escalating when necessary.
  • Remotely troubleshoot client devices, user accounts, email, connectivity and other day-to-day technical issues.
  • Administer Microsoft 365, including Entra identity, Exchange Online, users, licences, MFA, mailboxes, groups and message tracing.
  • Administer and troubleshoot client phone systems, including extensions, call flows, IVRs, SIP trunks, handset provisioning and call quality.
  • Respond to security alerts, contain compromised accounts, investigate persistence and escalate incidents appropriately.
  • Use ticketing, remote monitoring and documentation tools to support multiple client environments.
  • Maintain ticket notes, client environment records, SOPs, checklists and how-to guides.
  • Support networking activities, including UniFi configuration and maintenance, with team guidance.
  • Identify opportunities to automate repetitive work using AI or scripting while handling client data responsibly.

Requirements

  • Hands-on Microsoft 365 administration experience in Microsoft Entra and Exchange Online.
  • In-depth experience using the Microsoft 365 Admin Center for identity, Exchange and related administration tasks.
  • Hands-on administration experience with a business or hosted phone system.
  • Experience using a PSA or ticketing platform, an RMM platform and an IT documentation platform.
  • Experience writing SOPs, checklists and technical documentation.
  • Client-facing support experience with clear spoken and written English and a professional phone manner.
  • Sound security judgement, including identity verification for sensitive changes and recognition of compromised accounts.
  • Ability to work full-time remotely during Adelaide business hours, with reliable internet, power backup and a suitable workspace.
  • 2+ years of IT support experience and MSP or service desk experience supporting multiple businesses (preferred).
  • Experience with Autotask, Datto RMM, IT Glue, 3CX or Yeastar; Intune, Defender, Conditional Access, SharePoint, Teams, UniFi, firewalls, VPN or Wi-Fi (preferred).

Benefits

  • Remote, full-time role aligned to Adelaide business hours.
  • Hands-on work across varied client environments and technologies.
  • Opportunity to build automation skills using AI, scripting and workflow improvements.
  • Exposure to Microsoft 365, phone systems, networking and MSP support operations.

Interested in this position?

Apply directly on the company website

Apply Now

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