Technical Support Analyst

Virtual Business Partners LLC; Cebu City; On-site; PHP 260,000 - 380,000; Full time

Benefits offered by this job

HMO coverage with dental & optical

2-week paid Christmas vacation

Electricity & Data subsidies

25K Educational Assistance

Training and equipment provided

Fixed schedule: Mon-Fri 7 AM–4 PM

Job summary

Virtual Business Partners LLC is seeking a Technical Support Analyst to provide first-level technical support to MSP customers, troubleshoot issues, and ensure SLAs are met. You will handle incidents for Windows devices, MS 365 apps, and common business software, documenting steps and updating tickets.

Training and on-call duties may apply. You will work with Datto RMM, Autotask, and IT Glue, assisting with onboarding and support of end users while maintaining quality service in a fast-paced

Qualifications

• First-level technical support for MSP customers.
• Experience with Windows devices and Microsoft 365.
• Familiarity with ITSM processes and documentation.

Responsibilities

• Serve as first point of contact via phone, email, Teams, and ITSM channels.
• Provide first-level troubleshooting for Windows devices and MS 365 apps.
• Follow SOPs and maintain accurate ticket updates and communications.
• Escalate complex issues to Level 2 engineers when needed.
• Perform remote support using Datto RMM and document actions.

Skills

Technical support

Customer service

Troubleshooting

Windows OS

Microsoft 365

ITSM

Education

Associate degree in Information Technology

Bachelor's degree in Information Technology or related field

Tools

Datto RMM

Autotask

IT Glue

Job description

Job Description

Overview of the Role

The Technical Support Analyst will provide first-level technical support to MSP customers, delivering timely and professional assistance for standard incidents, service requests, and endpoint administration activities. This role will be responsible for troubleshooting and resolving common technical issues, supporting end users across a range of technologies, and ensuring a high standard of customer service while meeting established service level agreements (SLAs). In this role, you will efficiently manage support requests, maintain accurate documentation, and expand complex technical issues to Level 2 engineers when required, ensuring effective communication, continuity of support, and timely resolution for customers.

Main duties include:

• Act as the first point of contact for end-user incidents and service requests across phone, email, Microsoft Teams, and ITSM channels.
• Provide first-level troubleshooting and resolution for Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and common business applications.
• Follow standard operating procedures, knowledge base articles, and IT service management processes to ensure consistent service delivery.
• Maintain accurate and timely ticket updates, documenting troubleshooting steps, actions taken, and customer communications.
• Manage incidents and service requests, escalating unresolved issues as required.
• Perform remote support using Datto RMM.
• Update Autotask tickets and IT Glue documentation.
• Provide on-call support during weekends and outside regular business hours to ensure timely response and resolution of urgent and critical incidents.
• Provision and configure user accounts, Microsoft 365 services, and basic device setup including desktops, laptops, and mobile devices.
• Assist with endpoint deployment, software installation, and onboarding of new users following standard build and configuration processes.
• Support user access requests, password resets, MFA issues, and basic identity management tasks in Microsoft Entra ID.

• An Associate orBachelors degree inInformation Technologyor related field is preferrable.
• Previous experience in a technical support role or customer service role preferred.
• Basic understanding of computer hardware, software, and networking concepts.
• Familiarity with Windows and/or macOS operating systems.
• Excellent communication skills and ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and ability to work under pressure in a fast-paced environment.
• Certifications such as Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but notrequired.
• Willingness to learn and adapt tonew technologiesand processes.

• 500K per incident HMO coverage + Dental & Optical benefits
• 2-week paid Christmas vacation
• Electricity & Data subsidies
• 25K Educational Assistance
• Training and equipment will be provided
• Fixed Schedule of Mon-Fri from 7 AM to 4 PM