Service Desk Analyst (L1/L2) – Night Shift | EST Hours

IT by Design Philippines Inc.

Mabalacat

On-site

PHP 446,000 - 781,000

Full time

3 days ago

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Benefits offered by this job

HMO coverage starting Day 1 with one/1

Life Insurance

Night Shift Differential

13th Month Pay

Performance Bonus and Paid Leaves

Shuttle Service and Subsidized Meals/S

Work-from-office allowance

Employee Rewards and Recognition

Technical training and career developm

Job summary

IT By Design is seeking a Service Desk Analyst – L1/L2 to deliver technical support to clients and end users, resolving tickets within SLA and handling L2-level troubleshooting across Windows, networking, server, and cloud environments.

You will provide L1/L2 support via phone, email, chat, and ticketing systems, troubleshoot Microsoft 365 services, Active Directory, Entra ID, Exchange Online, VPN, DNS, DHCP, and Wi‑Fi, and manage onboarding, password resets, and access permissions.

Qualifications

2–3+ years in service desk or IT support.
MSP or enterprise IT experience preferred.
Strong knowledge of Windows, M365, AD, Entra ID, and Exchange Online.
Willing to work onsite in BGC, Taguig at night EST hours.

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.