L2 IT Service Desk Analyst — Hybrid & On-Call Support

AvePoint; Cebu City; Hybrid; PHP 200,000 - 420,000; Full time

Benefits offered by this job

HMO coverage from day 1

Group life insurance

Wellness Reimbursement Program

Paid annual and sick leaves

Paid compassionate leave

Employee Dedication Award

Employee Referral Bonus Program

Hybrid Working Arrangement

Competitive compensation package

Job summary

AvePoint in Cebu City is seeking a capable IT Help Desk Analyst to join our hybrid team. You will be the first point of contact for IT issues across phone, email and client portals, providing timely updates and solutions.

You’ll manage Office 365 and Active Directory tasks, configure devices, and troubleshoot using ITSM tools. Additionally, you will support Apple devices, participate in server/infrastructure tasks (on-prem and cloud), and ensure accurate ticket time tracking.

Qualifications

• 4+ years in technical support or service desk.
• Experience resolving tickets via ITSM tools.
• Ability to escalate to seniors and own issues.
• Proficient in Teams for escalation.
• Familiar with security and confidentiality.

Responsibilities

• Serve as first line of IT support via phone, email, portal, or client-facing channels.
• Provide updates on resolution progress to clients.
• Handle Office 365, Active Directory accounts creation/edit/termination.
• Manage distribution groups, security groups, and MS group edits.
• Configure and deploy workstations per client standards.
• Troubleshoot hardware and software tickets using ITSM, shared drive, printers.
• Escalate unresolved tickets to Senior Analysts and own resolution.
• Support clients with Apple devices.
• Deliver server and infrastructure support (on-prem and in-cloud).
• Log time spent on each ticket.
• Create SOP documentation for JR Analyst.
• Ensure on-call coverage nights/weekends (times shown).

Skills

Tech support

Service desk

Windows & Office 365

Active Directory

ITIL/ITSM

Microsoft Teams

Client communication

Tools

ITSM software

Microsoft Teams

Job description

AvePoint in Cebu City is seeking a capable IT Help Desk Analyst to join our hybrid team. You will be the first point of contact for IT issues across phone, email and client portals, providing timely updates and solutions.

You’ll manage Office 365 and Active Directory tasks, configure devices, and troubleshoot using ITSM tools. Additionally, you will support Apple devices, participate in server/infrastructure tasks (on-prem and cloud), and ensure accurate ticket time tracking.