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

IT by Design Philippines Inc.; Iloilo City; On-site; PHP 469,000 - 725,000; Full time

Benefits offered by this job

HMO from Day 1

Life Insurance

Pet Insurance

Night Shift Differential

13th Month Pay

Performance Bonus

Paid Leaves

Meals/Snacks

WFH Allowance

Rewards and Recognition

Technical training

Job summary

IT By Design is seeking a Service Desk Analyst – L1/L2 to deliver technical support for clients and end users, resolving tickets within SLA and performing L2 troubleshooting across Windows, networking, server, and cloud environments. The role requires 2–3+ years in service desk or IT support, with on‑site work in BGC, Taguig and night hours aligned to EST.

The team handles Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS/DHCP, and Wi‑Fi issues, with opportunities for

Qualifications

• 2–3+ years of experience in Service Desk or IT support.
• MSP or enterprise IT experience preferred.
• Strong knowledge of Windows, M365, AD, Entra ID, and Exchange Online.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and tickets.
• Troubleshoot Windows, M365, AD, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, Wi‑Fi.
• Manage onboarding/offboarding, accounts access, passwords, permissions.
• Troubleshoot server, networking, virtualization, and cloud issues.
• Support VMware/Hyper‑V and Azure/AWS environments.
• Perform root cause analysis and document resolutions.
• Escalate and maintain clear client communication.
• Handle tickets per SLAs and ITSM processes.
• Participate in after‑hours/on‑call support as required.

Skills

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN

DNS

DHCP

Wi‑Fi

VMware/Hyper‑V

Azure/AWS

ITSM

Customer Service

Ticketing

Night Shift

Job description

IT By Design is seeking a Service Desk Analyst – L1/L2 to deliver technical support for clients and end users, resolving tickets within SLA and performing L2 troubleshooting across Windows, networking, server, and cloud environments. The role requires 2–3+ years in service desk or IT support, with on‑site work in BGC, Taguig and night hours aligned to EST.

The team handles Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS/DHCP, and Wi‑Fi issues, with opportunities for