GSD IT Operations Engineer II

Rimes; Metro Manila; Hybrid; PHP 500,000 - 900,000; Full time

Job summary

Rimes in the Philippines is seeking a Level 2 GSD Analyst to provide advanced troubleshooting and escalation ownership across global operations.

You will handle BAU escalations, manage M365, OS and network issues, and coordinate with resolver teams to resolve high-severity incidents with quality ticketing.

This hybrid role requires 2-3x RTO and a IT degree with 2–4 years of IT support experience; familiarity with Autopilot, Intune, and JSM helps.

Qualifications

• Bachelor's degree in information technology, Computer Science, or related field.
• 2-4 years in IT support (service desk, desktop support, or similar).
• Experience with Windows OS and macOS troubleshooting.
• Hands-on M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID).
• Experience with Jira ITSM or equivalent ticketing platform.
• Working knowledge of Jira Service Management: queues, requests, SLAs, workflows, automation.
• Basic to advanced knowledge of SFTP/FTP file transfer.
• Strong written and verbal incident documentation.
• Willingness to work in hybrid with 2-3x RTO.

Responsibilities

• Handle escalations from L1 with advanced troubleshooting.
• User provisioning/de-provisioning and advanced access management.
• Handle SFTP client connection issues and requests.
• Advanced troubleshooting across OS, M365, networking, and endpoint security.
• Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing).
• Interpret logs, dashboards, and monitoring tools to isolate root causes.
• Lead incident ownership for high-severity or complex cases.
• Endpoint provisioning via Autopilot, Intune, and PDQ.
• Application packaging and patching (e.g., Patch My PC).
• Support vulnerability remediation cycles.
• Production Server Alert monitoring.
• Foundry High-Severity Alert monitoring.
• Escalate and document alerts per runbook.
• Receive hardware from procurement/vendors; validate completeness.
• Tag assets and ensure correct unique identifiers.
• Create/verify asset records in CMDB.
• Perform initial readiness checks.
• Act as L2 escalation for hardware tickets.
• Troubleshoot: hardware defect vs configuration vs usage related cause.
• Validate software requests; record approvals.
• Ensure license availability before deployment; record in SAM system.
• Assign and reclaim licenses from leavers, inactive users, and unused software.
• Support license lifecycle: expiry tracking, upgrade/downgrade, decommission cleanup.
• Execute GSD sprint projects; contribute to automation and continuous improvement.
• Review and improve ticket quality, categorization, and SLA performance.

Skills

Advanced troubleshooting

Escalation management

SFTP/FTP

Windows/macOS troubleshooting

M365 administration

Jira ITSM

Jira Service Management

Endpoint provisioning

Incident ownership

Communication skills

Hybrid work adaptability

Education

Bachelor's degree in information technology or computer science

Tools

Autopilot

Intune

PDQ

Patch My PC

Job description

Rimes in the Philippines is seeking a Level 2 GSD Analyst to provide advanced troubleshooting and escalation ownership across global operations.

You will handle BAU escalations, manage M365, OS and network issues, and coordinate with resolver teams to resolve high-severity incidents with quality ticketing.

This hybrid role requires 2-3x RTO and a IT degree with 2–4 years of IT support experience; familiarity with Autopilot, Intune, and JSM helps.