Remote IT Support Analyst (L1/L2) – Microsoft 365

Twoconnect; Metro Manila; Remote; PHP 400,000 - 560,000; Full time

Benefits offered by this job

Work from home

Flexible schedule

HMO with dependents

Training programmes

Job summary

Twoconnect is seeking an IT Support Analyst to deliver responsive L1 and L2 technical support from a home-based setup in the Philippines. You will manage service-desk requests, troubleshoot Windows and Microsoft 365 issues, and coordinate escalations with internal IT and vendors.

The role emphasizes accurate asset records, secure access, and reliable user support while working with international clients. Strong communication and documentation skills are essential.

Qualifications

• Bachelor’s degree in IT or related field.
• 3–5+ years in IT service desk or end-user support.
• L1/L2 support across hardware, software and access.

Responsibilities

• Act as first contact for IT support via inbox, ticketing and phone.
• Log, categorize and manage incidents to resolution per SLAs.
• Remote L1/L2 troubleshooting for hardware, Windows, and software.
• Support Microsoft 365 services (Outlook, Teams, SharePoint, OneDrive).
• Diagnose connectivity issues and coordinate escalations.
• Manage user accounts and access permissions with least-privilege.
• Coordinate onboarding/offboarding and asset records.
• Maintain knowledge bases and SOPs; escalate as needed.

Skills

Windows 10/11

Microsoft 365

Azure Active Directory

Entra ID

Active Directory

Intune

Remote troubleshooting

Ticketing system

Communication skills

End-user support

Security/compliance

Onboarding/offboarding

Education

Bachelor's degree in IT/CS/IS

Tools

Microsoft Intune

Azure AD / Entra ID

Microsoft 365 admin center

Job description

Twoconnect is seeking an IT Support Analyst to deliver responsive L1 and L2 technical support from a home-based setup in the Philippines. You will manage service-desk requests, troubleshoot Windows and Microsoft 365 issues, and coordinate escalations with internal IT and vendors.

The role emphasizes accurate asset records, secure access, and reliable user support while working with international clients. Strong communication and documentation skills are essential.