Night-Shift Service Desk Analyst (L1/L2) – Windows & Cloud

IT by Design Philippines Inc.; Murcia; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

HMO coverage starting Day 1 with one a

Life Insurance

Night Shift Differential

13th Month Pay

Performance Bonus

Paid Leaves

Free Meals/Snacks

Work-from-office allowance

Employee Rewards and Recognition

Technical training and career develop

Job summary

IT By Design Philippines Inc. is seeking a Service Desk Analyst – L1/L2 to provide technical support to clients and end users. You will resolve tickets within SLA and handle L2-level troubleshooting across Windows, networking, server, and cloud environments.

Responsibilities include onboarding/offboarding, access management, and documenting resolutions. The role requires onsite work at BGC, Taguig, with a night shift aligned to EST hours; HMO, insurance benefits, and other perks are offered.

Qualifications

• 2–3+ years of experience in Service Desk, IT Support, Systems Support, or Infrastructure Support.
• MSP or enterprise IT experience 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 VMware/Hyper-V, Azure/AWS, servers, and networking.
• Strong troubleshooting, communication, and customer service skills.
• Ability to work independently and manage multiple priorities.
• Willing to work onsite in BGC, Taguig, on a night shift aligned with EST hours.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and ticketing systems.
• Troubleshoot Windows, Microsoft 365, AD, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi-Fi issues.
• Manage user onboarding/offboarding, account access, password resets, and permissions.
• Troubleshoot basic server, networking, virtualization, and cloud issues.
• Support VMware/Hyper-V and Azure/AWS environments.
• Perform root cause analysis and document resolutions.
• Escalate complex issues appropriately and maintain clear client communication.
• Manage tickets according to SLAs and ITSM processes.
• Participate in after-hours/on-call support as required.

Skills

Windows OS

Microsoft 365

Active Directory

Entra ID

Exchange Online

TCP/IP Networking

VPN/Wi-Fi

ITSM

Customer support

Troubleshooting

Tools

VMware/Hyper-V

Azure/AWS

DNS/DHCP

Job description

IT By Design Philippines Inc. is seeking a Service Desk Analyst – L1/L2 to provide technical support to clients and end users. You will resolve tickets within SLA and handle L2-level troubleshooting across Windows, networking, server, and cloud environments.

Responsibilities include onboarding/offboarding, access management, and documenting resolutions. The role requires onsite work at BGC, Taguig, with a night shift aligned to EST hours; HMO, insurance benefits, and other perks are offered.