IT Help Desk Analyst L1.5-L2

2 hours ago

Taguig, National Capital Region, Philippines IT BY DESIGN Full time ₱144,000 - ₱600,000 per year

About Us:

IT By Design is a global leader in providing IT solutions and services to Managed Service Providers (MSPs). With our people-first culture and focus on operational excellence, we support businesses in delivering reliable and high-quality IT support across the globe.

Key Responsibilities:

  • Provide Level 1 support via phone, email, and remote desktop tools for end-user issues.
  • Troubleshoot and resolve issues related to Windows OS, Office 365, Active Directory, VPNs, printers, and basic networking.
  • Document all incidents and service requests in the ticketing system (ConnectWise preferred).
  • Escalate unresolved issues to appropriate L2/L3 teams.
  • Ensure timely and professional communication with end users.
  • Follow predefined processes and contribute to knowledge base updates.
  • Maintain SLAs and ensure customer satisfaction.
  • Monitor systems and alerts, taking proactive actions when needed.

Qualifications:

  • 2 years of experience in an IT Service Desk or Helpdesk support role.
  • Strong understanding of Windows 10/11, Microsoft Office 365, Active Directory, and basic networking concepts.
  • Experience with Remote Desktop Tools (e.g., TeamViewer, ConnectWise Control or etc).
  • Excellent problem-solving and communication skills.
  • Ability to multitask in a fast-paced environment.
  • Experience supporting US-based clients is a plus.
  • Willing to work onsite in Taguig, BGC.
  • Must be open to night shifts (US time zones).

What We Offer:

  • Competitive salary and night shift differential.
  • HMO coverage (including dependents).
  • Professional growth and career development.
  • Dynamic, collaborative team culture.
  • Exposure to international clients and industry-standard tools.

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