L2 Service Desk Analyst, MSP

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

About the Position:

As a

Key Responsibilities:

• Act as the first line of support for all IT issues via phone/email/portal/client-facing
• Provide regular updates to the client regarding resolution and progress status
• Office 365, Active Directory account creations, edits, and terminations
• Distribution, security, and MS group creations and edits
• Configure and deploy workstations per client standards
• Troubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping
• Escalate unresolved tickets to Senior Analysts by properly notating resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution
• Support clients with Apple devices
• Server and infrastructure support (On-premises and In-cloud)
• Track time for every minute spent on a ticket
• Create SOP documentation for JR Analyst to reference
• Ensure On-Call coverage throughout nights and weekends. During the week the coverage hours are 1:00-10:00 PM EST, and the weekend support hours are 7:00 am – 10:00 pm EST.
  **Note that the on-call hours are restricted for emergencies only (ie down network, password reset, computer not booting, etc.)

Other Skills and Qualifications:

• Has more than 4 years of relevant years of in technical support/ service desk experience
• Demonstrated ability to work collaboratively in resolving tickets efficiently and effectively.
• Proven track record of owning client issues through to resolution.
• Experience in working with Coordinators and Management to enhance service levels.
• Proficiency in using Microsoft Teams for escalation and learning purposes.
• Commitment to adhering to FSI security protocols and client confidentiality training.
• Ability to assist in content development, including blogs and podcasts.
• Willingness to support other entities within FSI as needed.

What's in it for you?

• HMO coverage from day 1 of employment (plus 2 free dependents)
• Group life insurance (upon regularization)
• Wellness Reimbursement Program (upon regularization)
• Paid annual and sick leaves (convertible into cash)
• Paid compassionate leave (5 days)
• Employee Dedication Award (years of service)
• Employee Referral Bonus Program
• Promoting diversity and inclusion
• Business Travel Opportunity (Top Performers)
• Hybrid Working Arrangement (3 days onsite & 2 days' work-from-home)
• Competitive compensation package,Performance bonuses/incentives

*Terms and conditions apply

AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.

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