GSD Analyst II: Advanced IT Support & Escalations

Rimes Technologies; Manila; Hybrid; PHP 600,000 - 840,000; Full time

Job summary

Rimes is seeking a Level 2 GSD Analyst to handle escalations with advanced troubleshooting across Windows/macOS, M365, networking, and endpoint security. You will manage provisioning, access control, and SFTP issues while maintaining ticket quality and runbooks.

You will also monitor server alerts, manage hardware assets in the CMDB, and contribute to automation and continuous improvement initiatives in a hybrid work environment.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent practical experience)
• 2-4 years of experience in an IT support role (service desk, desktop support, or similar)
• Demonstrated experience with Windows OS and macOS troubleshooting
• Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Experience with Jira ITSM or equivalent ticketing platform
• Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules
• Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key and credential management, and troubleshooting connection and transfer failures
• Strong communication skills - written and verbal - including incident documentation
• Willing to do hybrid with 2-3x RTO

Responsibilities

• Handle Level 2 escalations with advanced troubleshooting across OS, M365, networking, and endpoint security
• User provisioning/de-provisioning and advanced access management
• Manage SFTP/FTP client connection issues and requests
• Monitor production server alerts and document runbook-based actions
• Lead hardware asset management and CMDB record upkeep
• Drive continuous improvement initiatives and ticket quality enhancements

Skills

Windows OS troubleshooting

macOS troubleshooting

M365 administration

Jira ITSM

Jira Service Management

SFTP/FTP troubleshooting

Strong communication

Hybrid work readiness

Education

Bachelor’s degree in IT or related field

Tools

Intune

Autopilot

PDQ

Patch My PC

Job description

Rimes is seeking a Level 2 GSD Analyst to handle escalations with advanced troubleshooting across Windows/macOS, M365, networking, and endpoint security. You will manage provisioning, access control, and SFTP issues while maintaining ticket quality and runbooks.

You will also monitor server alerts, manage hardware assets in the CMDB, and contribute to automation and continuous improvement initiatives in a hybrid work environment.