Level 1 Support Analyst (Junior / Intermediate / Senior)

Rippedboxstation; Metro Manila; On-site; PHP 180,000 - 300,000; Full time

Job summary

Rippedboxstation in Metro Manila is seeking a Level 1 Support Analyst to provide frontline IT support. You will handle tickets via phone, email, and chat, troubleshoot common hardware and software issues, and ensure timely resolution.

The role emphasizes ITSM practices, documentation, and collaboration with teams. A Bachelor's in IT or related field and 1–2 years on helpdesk are preferred; familiarity with AD, Office 365, and ticketing tools is a plus.

Qualifications

• Bachelor's degree in IT or related field (or equivalent experience).
• 1–2 years in IT helpdesk or service desk.
• Basic understanding of Windows OS and Microsoft Office 365.
• Familiarity with Active Directory, remote support tools, and ITSM concepts.

Responsibilities

• Serve as first point of contact for IT support via phone, email, chat, or tickets.
• Log, categorize, prioritize, and assign tickets per ITSM best practices.
• Resolve common hardware, software, OS, printer, email, password, and connectivity issues.
• Escalate complex incidents to Level 2/3 with documentation.
• Maintain accurate ticket updates, logs, and resolutions.
• Create and update knowledge base articles and guides.
• Perform basic user account administration (password resets, access requests).
• Support desktop, laptop, mobile devices, and peripherals.
• Follow SLAs and security policies; collaborate with internal teams.

Skills

Analytical thinking

Customer service orientation

Communication skills

Willingness to learn

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

Freshservice

Zendesk

Remote Desktop

Job description

Position: Level 1 Support Analyst

Number of hours: TBA

Schedule: EST

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing systems.

• Receive, log, categorize, prioritize, and assign support tickets following ITSM best practices.

• Resolve common hardware, software, operating system, printer, email, password, and connectivity issues.

• Escalate unresolved or complex incidents to Level 2 or Level 3 support with complete documentation.

• Maintain accurate ticket updates, work logs, and resolution details.

• Create and update knowledge base articles, troubleshooting guides, and user documentation.

• Perform basic user account administration, including password resets and access requests.

• Support desktop, laptop, mobile device, and peripheral troubleshooting.

• Participate in unit testing, bug verification, documentation updates, and simple feature enhancements when assigned.

• Follow standard operating procedures, service level agreements (SLAs), and security policies.

• Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).

• 1–2 years of experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support.

• Basic understanding of Windows operating systems and Microsoft Office 365.

• Familiarity with Active Directory, user account management, and remote support tools is an advantage.

• Basic knowledge of networking concepts (IP addressing, DNS, DHCP, VPN).

• Understanding of IT Service Management (ITSM) concepts and ticketing systems.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Strong customer service orientation and willingness to learn.

Preferred Certifications

• AWS Certified Cloud Practitioner

• Microsoft Azure Fundamentals (AZ-900)

• Scrum Foundations

• ITIL Foundation (Preferred)

• CompTIA A+ (Preferred)

Technical Skills

• Windows Desktop Support

• Microsoft Office 365

• Active Directory (basic)

• ITSM / Ticketing Systems (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)

• Remote Desktop Support

• Basic Networking Fundamentals

• Documentation and Knowledge Base Management