Service Desk Analyst (L1/L2)

Umpisa Inc; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

Umpisa Inc. in the Philippines is seeking an experienced IT Operations Support professional to bolster APAC and global IT initiatives, including cloud infrastructure enhancements and project collaboration.

The role covers end-user support, new employee onboarding, onboarding/offboarding, documentation, and Level 1/2 troubleshooting, with opportunities to grow into QA automation and CI/CD practices.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Endpoint security and management experience is desirable.
• Active Directory administration experience required.
• Experience in system administration and onboarding/offboarding processes.
• Interest in QA automation and CI/CD practices.

Responsibilities

• Provide general IT user support and service delivery.
• Lead new employee setups and on-boarding.
• Oversee first-day orientations and terminations.
• Create and maintain internal and end-user documentation.
• Provide Level 1 and Level 2 IT support.
• Collaborate on IT projects including cloud infrastructure enhancements.

Skills

Communication

Problem solving

Agile / Scrum

Self-starter

Team collaboration

Client collaboration

Education

Bachelor's degree in IT/CS

Tools

Active Directory

QA tools (Playwright)

QA tools (Cypress)

QA tools (Postman)

QA tools (Supertest)

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

Requirements

• 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