Night-Shift MSP Service Desk Analyst (L1/L2) – Onsite

IT by Design Philippines Inc.; Murcia; On-site; PHP 250,000 - 420,000; Full time

Benefits offered by this job

HMO Coverage Day 1 + 1 Free Dependent

Life & Pet Insurance

Performance Bonus & Annual Review

13th Month Pay

10% Night Shift Differential

Holiday Pay

Government-Mandated Benefits

Free Meals, Coffee & Snacks

Shuttle Services

On-Site Allowance

Accommodation Benefit

Employee Rewards & Recognition

Technical Training & Career Dev

Global Client Exposure

Opportunities for Technical & Career成长

Job summary

IT By Design is looking for a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment. You’ll troubleshoot a wide range of issues and manage tickets within SLA, supporting users across Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS, DHCP, and Wi-Fi.

The role covers onboarding/offboarding, basic server and cloud troubleshooting, and working with VMware, Hyper-V, Azure, and AWS.

Qualifications

• 2–3+ years of experience in Service Desk, IT Support, Systems Support, or Infrastructure Support.
• Experience in an MSP or enterprise IT environment is highly preferred.
• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.
• Working knowledge of TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Exposure to servers, virtualization, cloud, and networking technologies.
• Strong troubleshooting, communication, and customer service skills.
• Ability to manage multiple priorities and work independently.
• Comfortable supporting global clients in a fast-paced environment.
• Willing to work night shifts and onsite in Pampanga.

Responsibilities

• Provide L1/L2 technical support through phone, email, chat, and ticketing systems.
• Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.
• Support user onboarding and offboarding, account access, password resets, and permissions.
• Troubleshoot basic server, networking, virtualization, and cloud issues.
• Support environments such as VMware, Hyper-V, Azure, and AWS.
• Perform troubleshooting and root cause analysis, documenting solutions clearly.
• Manage tickets and service requests based on SLA and ITSM processes.
• Escalate complex issues to the appropriate technical teams.
• Communicate clearly and professionally with global clients and end users.

Skills

L1/L2 support

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN

DNS

DHCP

Wi-Fi

VMware

Hyper-V

Azure

AWS

ITSM

SLA management

Job description

IT By Design is looking for a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment. You’ll troubleshoot a wide range of issues and manage tickets within SLA, supporting users across Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS, DHCP, and Wi-Fi.

The role covers onboarding/offboarding, basic server and cloud troubleshooting, and working with VMware, Hyper-V, Azure, and AWS.