L2 Service Desk Analyst, MSP

AvePoint; Makati; Hybrid; PHP 420,000 - 540,000; Full time

Benefits offered by this job

HMO from day 1

Group life insurance

Wellness reimbursement

Paid annual & sick leaves

Compensation bonuses

Hybrid work arrangement

Travel opportunities for top perfomers

Job summary

AvePoint is seeking an IT Support Analyst to act as the first line of IT support, handling phone, email, and portal requests. You will manage user accounts, Office 365 tasks, and MS groups while providing timely updates to clients on resolution progress.

Ideal candidates have 4+ years in technical support, strong ticket ownership, and experience with ITSM tools. This role includes on-call duties and a hybrid work arrangement in Metro Manila.

Qualifications

• 4+ years in technical support or service desk.
• Proven ability to resolve tickets end-to-end.
• Experience coordinating with management to improve service levels.

Responsibilities

• Serve as first line of support for IT issues via phone/email/portal.
• Provide updates on resolution progress to clients.
• Manage Office 365, AD accounts, and MS group changes.
• Troubleshoot hardware/software tickets using ITSM tools.
• Escalate unresolved tickets to Senior Analysts and maintain ownership.
• Ensure on-call coverage during nights and weekends.

Skills

IT support

Ticket ownership

MS Teams

Active Directory

ITSM

Customer service

Education

Bachelor's degree in IT or related field

Tools

Office 365

Active Directory

MS Teams

ITSM tools

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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