L1/L2 Service Desk Analyst | Pampanga | Global MSP

IT by Design Philippines Inc.; Mabalacat; On-site; PHP 402,000 - 670,000; Full time

Benefits offered by this job

HMO Coverage Day 1 + 1 Free Dependent

Life & Pet Insurance

Performance Bonus & Annual Review

13th Month Pay

Night Shift Differential 10%

Holiday Pay

Government-Mandated Benefits

Free Meals, Coffee & Snacks

Shuttle Services

On-Site Allowance

Accommodation Benefit

Employee Rewards & Recognition

Technical Training & Career Growth

Job summary

IT By Design Philippines Inc. is seeking a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment.

You will troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, VPN, and network issues while delivering service within SLA. This onsite night-shift role in Pampanga offers exposure to VMware, Azure, AWS, and diverse technologies, plus benefits like HMO from Day 1 and annual performance reviews.

Qualifications

• 2–3+ years of experience in Service Desk or IT Support.
• Experience in MSP or enterprise IT environment preferred.
• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and tickets.
• Troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.
• Support user onboarding/offboarding, account access, password resets, and permissions.
• Troubleshoot server, networking, virtualization, and cloud issues.
• Support environments such as VMware, Hyper‑V, Azure, and AWS.
• Document solutions clearly and perform root cause analysis.
• Manage tickets and ITSM processes within SLA.
• Escalate complex issues to relevant teams.
• Communicate with global clients and end users professionally.

Skills

Customer service

Multi-priority management

Troubleshooting

MSP experience

Tools

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN/DNS/DHCP/Wi-Fi

VMware

Azure

AWS

Job description

IT By Design | 100% Onsite – Pampanga | 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.