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

IT by Design Philippines Inc.; Mabalacat; On-site; PHP 402,000 - 670,000; Full time

Benefits offered by this job

HMO Coverage Day 1 + 1 Free Dependent

Life & Pet Insurance

Performance Bonus & Annual Review

13th Month Pay

Night Shift Differential 10%

Holiday Pay

Government-Mandated Benefits

Free Meals, Coffee & Snacks

Shuttle Services

On-Site Allowance

Accommodation Benefit

Employee Rewards & Recognition

Technical Training & Career Growth

Job summary

IT By Design Philippines Inc. is seeking a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment.

You will troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, VPN, and network issues while delivering service within SLA. This onsite night-shift role in Pampanga offers exposure to VMware, Azure, AWS, and diverse technologies, plus benefits like HMO from Day 1 and annual performance reviews.

Qualifications

• 2–3+ years of experience in Service Desk or IT Support.
• Experience in MSP or enterprise IT environment preferred.
• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and tickets.
• Troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.
• Support user onboarding/offboarding, account access, password resets, and permissions.
• Troubleshoot server, networking, virtualization, and cloud issues.
• Support environments such as VMware, Hyper‑V, Azure, and AWS.
• Document solutions clearly and perform root cause analysis.
• Manage tickets and ITSM processes within SLA.
• Escalate complex issues to relevant teams.
• Communicate with global clients and end users professionally.

Skills

Customer service

Multi-priority management

Troubleshooting

MSP experience

Tools

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN/DNS/DHCP/Wi-Fi

VMware

Azure

AWS

Job description

IT By Design Philippines Inc. is seeking a Service Desk Analyst – L1/L2 to provide technical support to global clients in a fast-paced MSP environment.

You will troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, VPN, and network issues while delivering service within SLA. This onsite night-shift role in Pampanga offers exposure to VMware, Azure, AWS, and diverse technologies, plus benefits like HMO from Day 1 and annual performance reviews.