L2 Service Desk Analyst MSP

AvePoint; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Benefits offered by this job

HMO coverage (plus dependents)

Group life insurance

Wellness Reimbursement Program

Paid annual and sick leaves

Paid compassionate leave

Employee Dedication Award

Employee Referral Bonus Program

Diversity and inclusion

Business Travel Opportunity

Hybrid Working Arrangement

Competitive compensation & performance

Job summary

AvePoint is hiring a Service Desk Analyst in Metro Manila to be the primary contact for clients, handling IT support requests and coordinating with technical staff for timely resolutions.

You will manage accounts in Office 365 and Active Directory, configure workstations, and troubleshoot issues across Windows environments and Microsoft 365 apps, including Apple devices where needed.

Qualifications

• 4+ years of experience in technical support or service desk
• Able to resolve tickets efficiently and collaboratively
• Experience coordinating with coordinators and management to improve service levels
• Proficient with Microsoft Teams for escalation and learning
• Committed to security protocols and client confidentiality
• Able to assist in content development (blogs/podcasts)
• Willing to support other entities within FSI

Responsibilities

• Act as the first line of support via phone, email, portal
• Provide regular updates on resolution status to clients
• Create/modify Office 365 and Active Directory accounts
• Manage distribution lists, security groups, and MS groups
• Configure and deploy workstations per client standards
• Troubleshoot via ITSM, printers, and shared drives
• Troubleshoot Microsoft 365 apps (Outlook/Teams/Excel/Word)
• Escalate unresolved tickets to Senior Analysts with proper notes
• Support clients with Apple devices
• Provide server and infrastructure support (on-prem/in-cloud)
• Track time spent on each ticket
• Create SOP documentation for Junior Analysts
• Ensure On-Call coverage during nights and weekends

Skills

Technical support experience

Collaboration

Ownership of issues

Microsoft Teams

Security compliance

Content development

Cross-entity support

Tools

ITSM software

Active Directory

Microsoft 365

Windows workstation setup

Job description

Job Description:

About the Position:

As a Service Desk Analyst, you will be working directly with AvePoints partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction.

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
• Microsoft 365 Office troubleshooting (Outlook, Teams, Excel, Word, etc.)
• 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.

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
• Career growth & advancement opportunities

*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.