GSD Analyst II: Escalation & Endpoint Specialist

Rimes; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Rimes is seeking a Level 2 GSD Analyst in Manila to provide advanced troubleshooting and escalation ownership across global operations. You will act as a bridge between frontline support and specialist resolver teams to ensure complex incidents are resolved with high-quality tickets and reliable service delivery.

You will handle escalations from L1, perform OS and M365 troubleshooting, and manage endpoint provisioning, patching, and asset records.

Qualifications

• Bachelor’s degree or equivalent practical experience in information technology or related field.

Responsibilities

• BAU Escalation Handling: Handle escalations from L1 with advanced troubleshooting.
• Advanced Troubleshooting: OS, M365, networking, and endpoint security troubleshooting.
• Endpoint & Patch Management: Provisioning via Autopilot, Intune, and PDQ; patching and remediation.
• Monitoring: Production server alert monitoring and escalation per runbook.
• Hardware and Software Asset Management: Manage asset records, licensing, and SAM system.
• Projects and Continuous Improvements: Contribute to automation and ticket quality improvements.

Skills

Advanced troubleshooting

Escalation ownership

Strong communication

Hybrid work readiness

SFTP/FTP knowledge

Education

Bachelor’s degree in information technology or computer science

Tools

Jira ITSM

Jira Service Management

Confluence

Intune

Autopilot

PDQ

Job description

Rimes is seeking a Level 2 GSD Analyst in Manila to provide advanced troubleshooting and escalation ownership across global operations. You will act as a bridge between frontline support and specialist resolver teams to ensure complex incidents are resolved with high-quality tickets and reliable service delivery.

You will handle escalations from L1, perform OS and M365 troubleshooting, and manage endpoint provisioning, patching, and asset records.