IT Support Analyst

2 days ago

Philippines Penta Full time $40,000 - $60,000 per year
What's in it for me? About You

Qualifications

  • 2–3 years of IT support experience.
  • Strong knowledge of Windows/Mac OS, Microsoft 365, Google Workspace, VPN, IAM, endpoint security, and mobile device management.
  • Experience with remote desktop tools and ticketing systems (e.g., Zendesk, Freshservice, Atera, or similar).
  • Excellent communication and time management skills.
  • Certifications in areas like networking, systems administration, or cloud productivity tools are a plus. Examples include CompTIA Network+, Microsoft 365 Fundamentals or Associate-level certifications, Google Workspace Administrator, or ITIL Foundations. Relevant hands-on experience may be considered in place of formal certifications.
About the Role

The Level 2 Helpdesk Technician provides advanced support for escalated technical issues and
plays a critical role in maintaining end-user productivity. This role demands strong troubleshooting skills and the ability to resolve issues that require deeper technical expertise.

Key Responsibilities

  • Resolve complex hardware, software, and network-related issues escalated from Level 1 technicians.
  • Perform in-depth diagnostics on desktops, laptops, mobile devices, and peripherals.
  • Administer Google, Microsoft 365, and IAM suites, as well as endpoint protection tools.
  • Manage tickets, ensure SLAs are met, and provide documentation for recurring issues.
  • Participate in system maintenance, deployments, and patch management.

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