IT Support Analyst - Work From Home | Day Shift

Twoconnect; United States; Remote; USD 54.000 - 74.000; Vollzeit

Benefits dieser Stelle

Work from home

Fixed schedule Mon–Fri 9:00–18:00 (AUS

Medical reimbursements

Government-mandated benefits

Career development programs

Team outings and wellness sessions

Inclusive culture

Growth and success support

Zusammenfassung

Twoconnect is seeking an IT Support Specialist in the United States to provide L1 and L2 support across the organization, handling Microsoft 365 administration, identity management, and device lifecycle processes. You will troubleshoot Windows, MS 365 apps, Exchange Online, Teams and SharePoint, manage user accounts and licenses, and coordinate with vendors to ensure timely resolutions.

This role offers work-from-home flexibility, a structured 9-6 schedule, and opportunities to grow with a

Qualifikationen

• Bachelor’s degree in IT, CS, or related field, or equivalent experience.
• 2+ years in IT service desk or desktop support.
• Strong knowledge of Windows 10/11 and MS 365 apps.
• Experience with Entra ID or AD, MFA and license management.
• Experience with ticketing and incident handling processes.

Aufgaben

• Provide L1 and L2 IT support via phone, email, Teams and portal.
• Troubleshoot Windows, MS 365, accounts, devices, printers, and networking basics.
• Log, update and manage support tickets with clear notes.
• Manage user accounts, passwords, MFA, permissions, and licenses.
• Support Exchange Online, Teams, SharePoint, and other MS 365 services.
• Assist with device setup via Intune and Autopilot.
• Escalate complex issues to appropriate teams.
• Coordinate with stakeholders and vendors for timely resolutions.
• Support onboarding, role changes and offboarding of employees.
• Coordinate device deployment and asset tracking.
• Follow IT security policies and maintain good documentation.

Kenntnisse

Windows 10/11

Microsoft 365

Exchange Online

Teams

SharePoint

Entra ID

Active Directory

Ticketing system

Remote support

Ausbildung

Bachelor’s degree in IT or related

Tools

Jira Service Management

ServiceNow

Intune

Jobbeschreibung

The IT Support Specialist will provide L1 and L2 technical support across the organisation, serving as the first point of contact for IT-related issues and service requests. The role will support Microsoft 365 administration, user identity and access management, endpoint management, business application support, and device lifecycle processes.

• Provide L1 and L2 IT support via phone, email, Teams, and the service desk portal.
• Troubleshoot and resolve issues related to Windows, Microsoft 365, user accounts, devices, printers, and connectivity.
• Log, update, and manage support tickets while keeping users informed throughout the resolution process.
• Manage user accounts, passwords, MFA, permissions, and Microsoft 365 licenses.
• Support Exchange Online, Teams, SharePoint, and other Microsoft 365 services.
• Assist with device setup, configuration, and management through Intune and Autopilot.
• Provide first-level support for business applications and escalated complex issues to the appropriate teams.
• Coordinate with internal stakeholders and vendors to help ensure timely resolution.
• Support employee onboarding, role changes, and offboarding activities.
• Coordinate device deployment, recovery, and asset tracking.
• Follow IT security policies and best practices.
• Maintain accurate documentation and contribute to knowledge base articles and process improvements.

Requirements

• Bachelor’s degree in information technology, Computer Science, Computer Engineering or a related field, or equivalent practical experience.
• 2 or more years in an IT service desk, desktop support, or managed service provider role, ideally supporting Australian or other overseas clients.
• Solid working knowledge of Windows 10/11, Microsoft 365 applications, Exchange Online, Teams and SharePoint, common peripherals and basic networking (DNS, DHCP, VPN, Wi‑Fi).
• Hands‑on experience administering user accounts in Entra ID or Active Directory, including password and MFA resets and group management.
• Experience working in an IT service management platform, with disciplined ticket notes and a sound grasp of incident, request and escalation processes.
• Excellent spoken and written English, with the confidence to support users of varied technical ability by phone, email and remote session.
• Ability to manage several tickets at once, follow procedures, and recognise when escalation is needed.
• Willingness and ability to work Australian business hours on an ongoing basis.

Nice-to-haves:

• Experience with Jira Service Management, ServiceNow or a comparable platform.
• Exposure to Microsoft Intune, Autopilot and endpoint compliance policies.
• Exposure to Business Central, D365 CRM, Power Platform or comparable ERP and CRM applications.
• Basic understanding of Power BI, including workspace access, report sharing and refresh troubleshooting.
• Experience with IT asset registers, equipment logistics and remote onboarding or offboarding.
• Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS‑900), Endpoint Administrator (MD‑102) or Microsoft 365 Administrator (MS‑102).

Benefits

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Mon - Fri: 9:00 AM – 6:00 PM AEST/AEDT ( adjustments will be made for daylight saving time )
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long‑term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry‑leading retention rate demonstrates our commitment to a people‑first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.