Onsite Service Desk Analyst (L1/L2) — Night Shift EST

IT by Design Philippines Inc.; Davao City; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

HMO coverage day 1

Life Insurance

Pet Insurance

Night Shift Differential

13th Month Pay

Performance Bonus

Paid Leaves

Meal/snacks

Job summary

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

The role covers Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, and cloud environments, with on-site work at BGC Taguig and a night shift aligned with EST hours.

Qualifications

• 2–3+ years of service desk or IT support experience.
• Experience with Windows, Microsoft 365, AD, Entra ID, Exchange Online.
• Knowledge of TCP/IP, DNS, DHCP, VPN, Wi‑Fi.
• Exposure to VMware/Hyper‑V, Azure/AWS, servers and networking.
• Strong troubleshooting and customer service skills.
• Able to work independently and manage priorities.
• Onsite in BGC, Taguig with night shift aligned to EST hours.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and ticketing systems.
• Troubleshoot Windows, Microsoft 365, Active Directory, 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

Troubleshooting

Customer service

Windows & MS 365

Networking basics

AD & Entra ID

Remote support

Tools

VMware/Hyper-V

Azure/AWS

VPNs

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, resolving tickets within SLA and handling L2-level troubleshooting across Windows, networking, server, and cloud environments.

The role covers Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, and cloud environments, with on-site work at BGC Taguig and a night shift aligned with EST hours.