Remote IT Helpdesk Support Analyst — Night Shift (M365)

CAI; Philippines; Remote; PHP 420,000 - 540,000; Full time

Job summary

CAI is seeking an IT Helpdesk Support Analyst to provide frontline Level 1 technical support across multiple sites, including hotel properties and corporate users. You will handle Microsoft 365 environments, password resets, MFA enrollments, and user account management while delivering excellent customer service.

This role requires strong communication, investigative troubleshooting, and the ability to work night shifts and weekends as needed to support US-based operations.

Qualifications

• Minimum of 5 years in an IT Helpdesk, Service Desk, or Technical Support role.
• Experience providing direct end-user support in a business environment.
• Strong troubleshooting and analytical skills with ability to identify root causes.
• Experience supporting Microsoft 365 environments.
• Experience performing password resets and MFA enrollments.
• Experience managing user accounts, permissions, and access controls.

Responsibilities

• Provide Level 1 support for hotel properties and corporate users.
• Respond to inquiries via phone, email, ticketing systems, and virtual meetings.
• Diagnose hardware, software, application, and connectivity issues.
• Escalate complex issues to appropriate support teams.
• Maintain documentation of incidents, requests, and resolutions.
• Support Microsoft 365 password resets and MFA enrollments.
• Manage user accounts, including creation, modification, and password resets.
• Support mailbox management and email distribution lists
• Assist users with Microsoft 365 apps and access-related concerns
• Utilize Microsoft 365 Admin Center for user administration
• Provide support for cloud-based Property Management System passwords
• Troubleshoot login, authentication, printing, and browser issues
• Ensure uninterrupted access to essential business applications
• Use ManageEngine Endpoint Central for desktop support
• Troubleshoot printers and Office applications
• Support endpoint configurations and basic software troubleshooting
• Assist users with hardware and peripherals
• Maintain service desk documentation and knowledge resources
• Deliver excellent customer service throughout the support process

Skills

IT helpdesk

End-user support

Microsoft 365

Active Directory

Ticketing systems

Remote support

Tools

ManageEngine Endpoint Central

ManageEngine ServiceDesk Plus

Job description

CAI is seeking an IT Helpdesk Support Analyst to provide frontline Level 1 technical support across multiple sites, including hotel properties and corporate users. You will handle Microsoft 365 environments, password resets, MFA enrollments, and user account management while delivering excellent customer service.

This role requires strong communication, investigative troubleshooting, and the ability to work night shifts and weekends as needed to support US-based operations.