Security Operations Support Analyst

iSupport Worldwide; Philippines; On-site; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Free meals and snacks

Onsite gym

Wellness activities

Upskilling academy

Modern facilities

Job summary

iSupport Worldwide in the Philippines is seeking a Security Operations Support Analyst. This hybrid role blends proactive security monitoring with frontline IT support, dividing time equally between security alert management and helpdesk tasks.

You will work closely with the IT team to monitor alerts, investigate events, and assist employees with technical issues. The role offers exposure to cybersecurity operations and IT support in a dynamic environment, with opportunities to grow foundational

Qualifications

• At least 12 months of experience in IT support, service desk, or related technical environment.
• Familiarity with security concepts including phishing and access controls.
• Ability to communicate technical concepts to non-technical users in English.
• Experience troubleshooting connectivity, VPNs, and corporate networks.
• Experience with elevated access rights in production environments.

Responsibilities

• Provide Tier 1 security monitoring and end-user IT support.
• Respond to helpdesk requests via calls, emails, and tickets.
• Document issues, steps taken, and security findings clearly.
• Monitor alerts, dashboards, and manual reviews across systems.
• Escalate security incidents and collaborate with senior IT/security staff.

Skills

IT Support

Security monitoring

English communication

Customer service

Troubleshooting

Tools

Windows

MacOS

Microsoft Office

Active Directory

VPN

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 elevate 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 escalating alerts related to unauthorized access attempts, out-of-country login activity, and other security-related events
• Identify, document, communicate, and escalation 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
• Fulfil 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

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 escalation 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

• 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