Service Desk Analyst - L1/L2

IT by Design Philippines Inc.; Iloilo City; On-site; PHP 469,000 - 725,000; Full time

Benefits offered by this job

HMO from Day 1

Life Insurance

Pet Insurance

Night Shift Differential

13th Month Pay

Performance Bonus

Paid Leaves

Meals/Snacks

WFH Allowance

Rewards and Recognition

Technical training

Job summary

IT By Design is seeking a Service Desk Analyst – L1/L2 to deliver technical support for clients and end users, resolving tickets within SLA and performing L2 troubleshooting across Windows, networking, server, and cloud environments. The role requires 2–3+ years in service desk or IT support, with on‑site work in BGC, Taguig and night hours aligned to EST.

The team handles Microsoft 365, Active Directory, Entra ID, Exchange Online, VPN, DNS/DHCP, and Wi‑Fi issues, with opportunities for

Qualifications

• 2–3+ years of experience in Service Desk or IT support.
• MSP or enterprise IT experience preferred.
• Strong knowledge of Windows, M365, AD, Entra ID, and Exchange Online.

Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and tickets.
• Troubleshoot Windows, M365, AD, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, Wi‑Fi.
• Manage onboarding/offboarding, accounts access, passwords, permissions.
• Troubleshoot server, networking, virtualization, and cloud issues.
• Support VMware/Hyper‑V and Azure/AWS environments.
• Perform root cause analysis and document resolutions.
• Escalate and maintain clear client communication.
• Handle tickets per SLAs and ITSM processes.
• Participate in after‑hours/on‑call support as required.

Skills

Windows

Microsoft 365

Active Directory

Entra ID

Exchange Online

VPN

DNS

DHCP

Wi‑Fi

VMware/Hyper‑V

Azure/AWS

ITSM

Customer Service

Ticketing

Night Shift

Job description

IT By Design is looking for a Service Desk Analyst – L1/L2 to provide technical support to clients and end users, resolve tickets within SLA, and handle L2-level troubleshooting across Microsoft, networking, server, and cloud environments.

Key Responsibilities

• Provide L1/L2 technical support via phone, email, chat, and ticketing systems.

• Troubleshoot Windows, Microsoft 365, Active Directory, Entra ID, Exchange Online, MFA, VPN, DNS, DHCP, and Wi‑Fi issues.

• Manage user onboarding/offboarding, account access, password resets, and permissions.

• Troubleshoot basic server, networking, virtualization, and cloud issues.

• Support VMware/Hyper‑V and Azure/AWS environments.

• Perform root cause analysis and document resolutions.

• Escalate complex issues appropriately and maintain clear client communication.

• Manage tickets according to SLAs and ITSM processes.

• Participate in after‑hours/on‑call support as required.

Qualifications

• 2–3+ years of experience in Service Desk, IT Support, Systems Support, or Infrastructure Support.

• MSP or enterprise IT experience preferred.

• Strong knowledge of Windows, Microsoft 365, Active Directory, Entra ID, and Exchange Online.

• Working knowledge of TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.

• Exposure to VMware/Hyper‑V, Azure/AWS, servers, and networking.

• Strong troubleshooting, communication, and customer service skills.

• Ability to work independently and manage multiple priorities.

• Willing to work onsite in BGC, Taguig, on a night shift aligned with EST hours.

What We Offer

• HMO coverage starting Day 1 with one free dependent

• Life Insurance and Pet Insurance

• Night Shift Differential

• Government‑mandated benefits and 13th Month Pay

• Performance Bonus and Paid Leaves

• Free Meals/Snacks

• Work‑from‑office allowance

• Employee Rewards and Recognition

• Technical training and career development opportunities

Why IT By Design?

IT By Design is a global IT infrastructure and talent solutions company headquartered in Freehold, New Jersey, with teams across the US, Philippines and India. We partner with MSPs worldwide to deliver 24x7 Helpdesk, NOC, SOC, Cloud, Cybersecurity, Business Continuity and Talent Solutions.