Security Operations Support Analyst

iSupport Worldwide; Pasig; Hybrid; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Free lunch meal

Onsite gym with instructor

Weekly fitness activity

Annual fitness challenge with PHP 70,

Upskilling academy

Job summary

iSupport Worldwide in Pasig, Philippines, is seeking a Security Operations Support Analyst with a split focus on proactive security monitoring and frontline IT support. The role is hybrid, combining security alert reviews with end-user troubleshooting and ticket management.

Ideal candidates will have at least 12 months in IT support or security operations, strong English communication, and familiarity with Windows, MacOS, AD, and VPN. Training and growth into cybersecurity are offered.

Qualifications

• 12+ months experience in IT support, service desk or security operations.
• Strong customer service mindset and professional phone etiquette.
• Knowledge of Windows, MacOS and Office applications.
• Familiarity with Active Directory account administration and access management.
• Capability to review, investigate, and elevate security alerts and anomalies.

Responsibilities

• Provide Tier 1 security monitoring and end-user IT support.
• Respond to helpdesk requests via calls, email, and tickets.
• Document issue details, troubleshooting steps, and resolutions.
• Monitor systems and security tools for alerts and incidents.
• Perform basic Level 1 troubleshooting for hardware, software, and connectivity.
• Assist with account provisioning, password resets, and access changes.
• Collaborate with senior IT and security staff to resolve incidents.

Skills

IT Support

Security Monitoring

Help Desk

Phishing awareness

AD Account Administration

Tools

Windows

MacOS

Active Directory

VPN

Office 365

Job description

The Security Operations Support Analyst provides Tier 1 support for the organization, with a primary focus on proactive security monitoring and a secondary focus on end-user technical support. This hybrid role works closely with the IT team to monitor security alerts, identify potential threats, investigate security-related events, and escalation concerns as appropriate. In addition, the analyst provides frontline helpdesk support, assisting employees with technical issues and administrative requests. Approximately 50% of the role is dedicated to security monitoring and alert management, while 50% focuses on helpdesk support and basic troubleshooting. This position is ideal for candidates looking to build foundational experience in both cybersecurity operations and IT support.

What Will You Be Doing?

• Provide exceptional customer service at all times
• Respond to incoming helpdesk calls, emails, and support requests
• Manage support tickets within team and personal queues, ensuring timely updates and resolution
• Clearly document issue descriptions, troubleshooting steps, security findings, and resolution details
• Monitor systems, applications, and security tools using automated alerts, dashboards, and manual reviews
• Proactively review and investigate security-related alerts, including phishing reports, suspicious login activity, and potential security incidents
• Monitor and elevate alerts related to unauthorized access attempts, out-of-country login activity, and other security-related events
• Identify, document, communicate, and elevate security and operational issues in accordance with established procedures
• Perform basic Level 1 troubleshooting for hardware, software, access, connectivity, and user-support issues
• Support users across both production and test environments
• Fulfill administrative requests, including account creation, password resets, access changes, and user provisioning activities
• Collaborate with senior IT and security personnel to investigate and resolve incidents
• Perform other duties as assigned
• Comply with all company policies, procedures, and security standards

Requirements

What Are We Looking For?

• Ability to communicate effectively in English, both written and verbal, including translating technical concepts for non-technical users
• At least 12 months of experience in IT Support, Service Desk, Help Desk, Security Operations, Call Center or a related technical support environment
• Strong customer service mindset and professional phone etiquette
• Knowledge of Microsoft Windows, MacOS, and Microsoft Office applications
• Knowledge of Microsoft Active Directory account administration and access management
• Familiarity with IT security concepts, including phishing, account security, access controls, and suspicious login monitoring
• Ability to review, investigate, and appropriately elevate security alerts and anomalies
• Proficiency in troubleshooting connectivity issues involving corporate networks, internet access, and VPN connections
• Experience working with elevated access rights in sensitive production environments
• Strong verbal and written documentation skills
• Ability to manage multiple priorities and switch between security monitoring and user support activities
• Strong attention to detail and analytical thinking
• Positive attitude, willingness to learn, and interest in developing cybersecurity skills

Benefits

• Free lunch meal, fruits, snacks, and drinks
• Onsite gym with a free professional instructor
• Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
• Weekly engagement activities with prizes that are up to 3,000 PHP
• Free upskilling academy to improve your performance and skillset
• State-of-the-art facilities from toilets to your workstation
• Amenities such as sleeping quarters, game area, chat room, shower room