IT Support Analyst (Enterprise Support)

RecruitNest Consulting; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

RecruitNest Consulting is seeking experienced Service Desk Analysts (English and Spanish) to join our client’s team in a corporate IT environment. You will resolve hardware, software, and connectivity issues, manage user requests, and ensure timely IT support in an on-site setting.

The role requires 3+ years in a corporate IT service desk or managed services, strong Microsoft 365 and Active Directory knowledge, and willingness to work on a 24/7 rotational schedule in Taguig/onsite locations.

Qualifications

• 3+ years in a corporate IT Service Desk or managed services environment.
• Strong verbal and written communication in English and/or Spanish.
• Proficient in Windows 10/11 and macOS troubleshooting.
• Solid knowledge of Microsoft 365 administration and apps.
• Experience with Active Directory, Entra ID, MFA, VPN, and basic TCP/IP networking.

Responsibilities

• Diagnose and troubleshoot Windows 10/11, macOS, Microsoft 365, Teams, Exchange Online, VPN, and network connectivity.
• Provide user administration and requests fulfillment, including access and permissions management.
• Support Active Directory, Entra ID, MFA, and other enterprise IT services.
• Manage incidents and service requests using ITSM tools such as ServiceNow.
• Provide remote support and escalate complex issues as needed.
• Maintain accurate documentation of incidents, requests, and troubleshooting.

Skills

Windows 10/11 troubleshooting

macOS troubleshooting

Microsoft 365 administration

Active Directory

Entra ID / MFA

ITSM tools - ServiceNow

Customer service / communication

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Job description

Job Expectations:

• Position Type: Experienced – Mid/Senior
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Onsite - BGC, Cebu City
• Work Schedule: Weekdays, Rotational Shifts
• Industry: IT-BPO
• Openings: 3 English-speaking positions | 1 Spanish-speaking position

About the Job:

We are looking for Service Desk Analysts (English and Spanish) to join our client's team and provide technical support to users in a corporate IT environment. In this role, you will troubleshoot hardware, software, and connectivity issues, manage user requests, and ensure timely resolution of technical concerns while maintaining quality IT support services.

Key Responsibilities:

• Diagnose and troubleshoot technical issues involving Windows 10/11, macOS, Microsoft 365 applications, Microsoft Teams, Exchange Online, VPN, and network connectivity.
• Provide user administration and request fulfillment, including account access and permissions management.
• Support Active Directory, Entra ID, Multi-Factor Authentication (MFA), and other enterprise IT services.
• Manage and resolve incidents and service requests using ServiceNow or other IT Service Management (ITSM) tools.
• Provide remote technical support and escalated complex issues to the appropriate teams when necessary.
• Maintain accurate documentation of incidents, requests, and troubleshooting activities.

Qualifications:

• Bachelor's degree in Computer Science, Computer Engineering, or a related field is a big plus.
• 3+ years of experience in a corporate IT Service Desk or Managed Services environment.
• Excellent verbal and written communication skills in English or Spanish, depending on the position.
• Proficient in Windows 10/11 and macOS troubleshooting.
• Strong knowledge of Microsoft 365 administration and applications.
• Solid understanding of Active Directory, Entra ID, MFA, VPN, and basic TCP/IP networking.
• Experience using enterprise ITSM tools, preferably ServiceNow.
• Strong troubleshooting, communication, and customer service skills.
• Willingness to work fully onsite in Taguig City, on a rotational schedule supporting 24/7 operations.