Senior IT Support Analyst – Microsoft 365 & Cloud

AAPMI Acquire Asia Pacific Manila, Inc.; Quezon City; On-site; PHP 3,697,000 - 5,437,000; Full time

Job summary

Acquire Intelligence is an award-winning global outsourcer delivering IT and back-office support. The IT Support Analyst – Level 2 provides advanced technical support for Microsoft-centric environments, acts as escalation from Level 1, and ensures services meet ITIL-based standards while collaborating with cybersecurity stakeholders.

The role covers end-user computing, cloud platforms, identity services, endpoint management, and security controls, with strong emphasis on documentation, teamwork,

Qualifications

• Essential: Relevant IT qualification or equivalent industry experience.
• Desirable: Diploma or Degree in Information Technology or related discipline.
• 3 years IT support experience in a corporate environment.
• Strong experience supporting Microsoft ecosystems.
• Hands-on administration of Microsoft 365 tenant services.
• Windows 10/11 and Windows Server support.
• Identity and access management experience.
• Experience with device management platforms (e.g. Intune or equivalent).
• Active Directory and Entra ID administration.
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN).
• Experience with security tools and endpoint protection.
• Strong troubleshooting and root cause analysis capability.
• Experience working within ticketing/service management systems.
• Technical documentation skills.
• Desirable: Relevant Microsoft certifications.
• ITIL Foundation or equivalent.
• Experience supporting Azure infrastructure.
• PowerShell scripting capability.
• Exposure to backup, disaster recovery, and business continuity solutions.
• Experience supporting mobile device platforms.
• Understanding of compliance and regulatory frameworks.

Responsibilities

• Provide Level 2 technical support for incidents and service requests across endpoints, servers, identity, cloud platforms, and business applications.
• Act as escalation point for complex technical issues unresolved by Level 1 support.
• Administer and support Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune, Defender, and Purview.
• Support Windows desktop and server environments including configuration, troubleshooting, patching, and performance optimisation.
• Manage user lifecycle processes including provisioning, licensing, permissions, and deprovisioning using least-privilege principles.
• Support endpoint deployment, configuration, and compliance using modern device management platforms.
• Investigate and remediate security alerts, vulnerabilities, and policy breaches in collaboration with cybersecurity stakeholders.
• Assist with infrastructure, networking, and cloud platform support as required.
• Maintain documentation, knowledge base articles, and standard operating procedures.
• Participate in technology rollouts, upgrades, testing, and project delivery activities.
• Monitor system health, performance, and reliability and proactively address issues.
• Engage vendors and third‑party providers when required for issue resolution.
• Ensure all work aligns with organisational security, governance, and compliance requirements.
• Provide excellent customer service and clear communication to technical and non‑technical stakeholders.
• Contribute to continuous improvement of IT processes, automation, and service delivery maturity.
• Perform other duties as reasonably required by management.

Skills

Microsoft ecosystems

Microsoft 365 administration

Windows 10/11 support

Identity and access management

Device management (Intune)

Active Directory and Entra ID

Networking fundamentals

Security tools

Troubleshooting

Ticketing systems

Technical documentation

ITIL Foundation

Azure infrastructure

PowerShell scripting

Backup & disaster recovery

Mobile device support

Compliance knowledge

Education

Relevant IT qualification or equivalent experience

Diploma or Degree in Information Technology

Tools

Intune

PowerShell

Job description

Acquire Intelligence is an award-winning global outsourcer delivering IT and back-office support. The IT Support Analyst – Level 2 provides advanced technical support for Microsoft-centric environments, acts as escalation from Level 1, and ensures services meet ITIL-based standards while collaborating with cybersecurity stakeholders.

The role covers end-user computing, cloud platforms, identity services, endpoint management, and security controls, with strong emphasis on documentation, teamwork,