L1/L2 Service Desk Analyst | Bacolod | Global MSP

IT by Design Philippines Inc.; Murcia; On-site; PHP 250,000 - 420,000; Full time

Benefits offered by this job

HMO Coverage Day 1 + 1 Free Dependent

Life & Pet Insurance

Performance Bonus & Annual Review

13th Month Pay

10% Night Shift Differential

Holiday Pay

Government-Mandated Benefits

Free Meals, Coffee & Snacks

Shuttle Services

On-Site Allowance

Accommodation Benefit

Employee Rewards & Recognition

Technical Training & Career Dev

Global Client Exposure

Opportunities for Technical & Career成长

Job summary

IT By Design is looking for a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment. You’ll troubleshoot a wide range of issues and manage tickets within SLA, supporting users across Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS, DHCP, and Wi-Fi.

The role covers onboarding/offboarding, basic server and cloud troubleshooting, and working with VMware, Hyper-V, Azure, and AWS.

Qualifications

• 2–3+ years of experience in Service Desk, IT Support, Systems Support, or Infrastructure Support.
• Experience in an MSP or enterprise IT environment is highly preferred.
• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Exposure to servers, virtualization, cloud, and networking technologies.
• Strong troubleshooting, communication, and customer service skills.
• Ability to manage multiple priorities and work independently.
• Comfortable supporting global clients in a fast-paced environment.
• Willing to work night shifts and onsite in Pampanga.

Responsibilities

• Provide L1/L2 technical support through phone, email, chat, and ticketing systems.
• Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.
• Support user onboarding and offboarding, account access, password resets, and permissions.
• Troubleshoot basic server, networking, virtualization, and cloud issues.
• Support environments such as VMware, Hyper-V, Azure, and AWS.
• Perform troubleshooting and root cause analysis, documenting solutions clearly.
• Manage tickets and service requests based on SLA and ITSM processes.
• Escalate complex issues to the appropriate technical teams.
• Communicate clearly and professionally with global clients and end users.

Skills

L1/L2 support

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN

DNS

DHCP

Wi-Fi

VMware

Hyper-V

Azure

AWS

ITSM

SLA management

Job description

IT By Design | 100% Onsite – Iloilo | Night Shift

About the Role

IT By Design is looking for a Service Desk Analyst – L1/L2 to provide technical support to global clients and end users in a fast-paced MSP environment.

You’ll troubleshoot a wide range of technical issues, manage tickets within SLA, and support users across Microsoft, networking, servers, cloud, and end-user technologies. This is a great opportunity for an IT professional looking to expand their technical skills and gain experience supporting diverse client environments.

What You'll Do

• Provide L1/L2 technical support through phone, email, chat, and ticketing systems.

• Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.

• Support user onboarding and offboarding, account access, password resets, and permissions.

• Troubleshoot basic server, networking, virtualization, and cloud issues.

• Support environments such as VMware, Hyper-V, Azure, and AWS.

• Perform troubleshooting and root cause analysis, documenting solutions clearly.

• Manage tickets and service requests based on SLA and ITSM processes.

• Escalate complex issues to the appropriate technical teams.

• Communicate clearly and professionally with global clients and end users.

What We're Looking For

• 2–3+ years of experience in Service Desk, IT Support, Systems Support, or Infrastructure Support.

• Experience in an MSP or enterprise IT environment is highly preferred.

• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.

• Working knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

• Exposure to servers, virtualization, cloud, and networking technologies.

• Strong troubleshooting, communication, and customer service skills.

• Ability to manage multiple priorities and work independently.

• Comfortable supporting global clients in a fast-paced environment.

• Willing to work night shifts and onsite in Pampanga.

Why Join IT By Design?

• HMO Coverage Day 1 + 1 Free Dependent

• Life & Pet Insurance

• Performance Bonus & Annual Review

• 13th Month Pay

• 10% Night Shift Differential

• Holiday Pay

• Government-Mandated Benefits

• Free Meals, Coffee & Snacks

• Shuttle Services

• On-Site Allowance

• Accommodation Benefit

• Employee Rewards & Recognition

• Technical Training & Career Development

• Global Client Exposure

• Opportunities for Technical & Career Growth

Why IT By Design?

IT By Design is a global IT infrastructure and talent solutions company with teams across the US, Philippines, and India. We partner with MSPs worldwide to deliver 24x7 Helpdesk, NOC, SOC, Cloud, Cybersecurity, Business Continuity, and Talent Solutions.

Join a global IT team where you can strengthen your technical expertise, gain international exposure, and build a long-term career in managed IT services.