IT Support Analyst

3 days ago

Amlan Central Visayas, Philippines Penta Group Full time $104,000 - $130,878 per year

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.

Qualifications
About You

  • 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 Us
We are not only a sector-led, political, regulatory and campaigning firm that delivers results for our clients to enhance their commercial outcomes and improve their operating environments; but also are led by data and insight, with the platform at the heart of the business.

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