Service Desk Analyst (L1/L2)

Umpisa Inc.; Makati; On-site; PHP 420,000 - 540,000; Full time

Job summary

Umpisa Inc. seeks an experienced IT Operations Support professional to bolster IT services beyond APAC scope, contributing to projects and cloud infrastructure enhancements.

The role includes general user support, onboarding, first-day orientations, termination management, and documentation creation, while providing L1/L2 support and pursuing QA automation interests.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Endpoint security and management (must-have).
• Microsoft/Active Directory administration (must-have).
• System administration and basic housekeeping, including user onboarding and offboarding.
• Low-code/no-code experience is a plus, or experience with workflow logic or automation.
• Some experience with data migration projects.
• Experience supporting Mac devices.
• L1/L2 support experience.
• Passion for expanding into Quality Assurance (QA) automation and continuously developing skills in automated testing tools such as Playwright, Cypress, Postman, and Supertest.
• Eagerness to learn and contribute to test automation, regression testing, CI/CD pipelines, and release validation while supporting high-quality software delivery.

Responsibilities

• Collaborate on IT projects, including cloud infrastructure services enhancements and implementations.
• Provide general user support.
• Lead new employee setups.
• Oversee first-day orientations.
• Manage user terminations.
• Create and maintain internal and end-user documentation.
• Provide L1 and L2 support.

Skills

Strong communication

Analytical skills

Self-starter, collaborates with team

Willingness to work in Scrum/Agile

QA automation interest

Education

Bachelor’s degree in IT/CS or related field

Tools

Microsoft Active Directory

Endpoint security & management

System administration

Mac support

Data migration experience

Playwright/Cypress/Postman/Supertest (QA tools)

Job description

At Umpisa Inc., our mission is to make the Philippines known globally as a tech hub.

Umpisa Inc. is a progressive technology services company that partners with select industries, clients, and people to work on pioneering and industry-changing solutions through digital transformation, modern software development, and venture building.

We create world-class and impactful products and solutions to help organizations and individuals live better lives. We offer demanding, challenging, and rewarding careers in software development, product development, emerging technologies, and more for the right candidates.

Essential Skills

• Aligns with our values: Excellence, Integrity, Professionalism, People Success, Customer Success, Fun, Innovation, and Diversity.
• Strong communication skills.
• Strong problem-solving and analytical skills.
• Excellent problem-solving ability.
• Willingness to work as part of a self-organizing Scrum team within a scaled Agile framework.
• Must be a self-starter who enjoys collaborating with the team and clients.

Job Summary

We are seeking an experienced IT Operations Support professional. This role extends beyond APAC support and contributes to various IT-related functions, management responsibilities, and projects. Responsibilities include collaborating on IT projects, such as enhancing and implementing cloud infrastructure services.

The role also involves:

• Providing general user support.
• Leading new employee setups.
• Overseeing first-day orientations.
• Managing user terminations.
• Creating and maintaining documentation for internal use and end-user guidance, covering current and future requirements.
• Providing Level 1 and Level 2 (L1/L2) support.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• Endpoint security and management (must-have).
• Microsoft/Active Directory administration (must-have).
• System administration and basic housekeeping, including user onboarding and offboarding.
• Low-code/no-code experience is a plus, or experience with workflow logic or automation.
• Some experience with data migration projects.
• Experience supporting Mac devices.
• L1/L2 support experience.
• Passion for expanding into Quality Assurance (QA) automation and continuously developing skills in automated testing tools such as Playwright, Cypress, Postman, and Supertest.
• Eagerness to learn and contribute to test automation, regression testing, CI/CD pipelines, and release validation while supporting high-quality software delivery.