IT Service Desk Analyst – Level 1.5

Innovathink Corporation; Las Piñas; Vor Ort; PHP 180.000 - 320.000; Vollzeit

Zusammenfassung

Innovathink Corporation is seeking an IT Service Desk Engineer – Level 1.5 to provide advanced Level 1 support, resolve incidents, and handle service requests. The role emphasizes diagnosing hardware, software, and network issues while coordinating with Level 2 teams to ensure timely resolutions.

The ideal candidate has 1–3 years in IT support, strong Windows/Microsoft 365 knowledge, and solid communication skills to assist end users and maintain SLAs.

Qualifikationen

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or related field (or equivalent practical experience).
• 1–3 years IT support or service desk experience.
• Experience handling Level 1 and Level 1.5 incidents.
• Working knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.

Aufgaben

• Provide Level 1.5 technical support for hardware, software, OS, applications, and basic network issues.
• Troubleshoot incidents requiring more investigation beyond Level 1.
• Support Microsoft 365 applications, email config, user accounts, and password resets.
• Perform basic Active Directory/Microsoft Entra ID administration and access troubleshooting.
• Diagnose app and system errors and optimize endpoint performance.
• Install, configure, and maintain workstations, laptops, printers, and IT equipment.
• Log and track incidents in the service management system and monitor SLAs.
• Document steps and resolutions in the knowledge base.

Kenntnisse

Windows OS

Microsoft 365

Active Directory

Networking basics

ITSM tools

Troubleshooting

Customer service

Ausbildung

Bachelor’s degree in IT/CS/CE or equivalent

Jobbeschreibung

Job Summary:

The IT Service Desk Engineer – Level 1.5 provides technical support beyond basic Level 1 troubleshooting by handling more complex IT incidents, service requests, and application-related issues. The role involves diagnosing and resolving hardware, software, network, and system issues, escalating unresolved concerns to Level 2 or specialized teams, and ensuring timely service delivery in accordance with company policies and service level agreements (SLAs).

Key Responsibilities:

• Provide Level 1.5 technical support for hardware, software, operating systems, applications, and basic network connectivity issues.
• Troubleshoot and resolve incidents that require further investigation beyond initial Level 1 support.
• Support end users with Microsoft 365 applications, email configuration, user accounts, password resets, and access permissions.
• Perform basic Active Directory or Microsoft Entra ID administration, including account management and access troubleshooting.
• Diagnose application-related issues, system errors, and endpoint performance problems.
• Install, configure, update, and maintain workstations, laptops, printers, and other IT equipment.
• Monitor, manage, and update incidents and service requests through the IT service management or ticketing system.
• Document troubleshooting steps, resolutions, and recurring technical issues in the knowledge base.
• Escalate complex or unresolved incidents to Level 2 support, infrastructure teams, or application specialists as needed.
• Coordinate with internal IT teams and third-party vendors to resolve technical issues within agreed SLAs.
• Assist in IT asset inventory, endpoint monitoring, software deployment, and routine maintenance activities.
• Follow established IT security policies, access control procedures, and incident management processes.
• Support compliance requirements, including SOX IT controls and audit documentation, where applicable.
• Provide professional and timely communication to end users regarding incident status, resolutions, and service requests.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, or a related field, or equivalent practical experience.
• At least 1–3 years of experience in IT support, service desk, or technical support roles.
• Experience handling Level 1 and Level 1.5 technical support incidents.
• Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking concepts.
• Familiarity with IT service management tools, ticketing systems, and incident management processes.
• Basic knowledge of hardware troubleshooting, software installation, endpoint configuration, and user access management.
• Understanding of IT security best practices, access controls, and data protection.
• Strong troubleshooting, analytical, communication, and customer service skills.
• Ability to prioritize tickets, manage multiple requests, and meet established SLAs.