Help Desk Analyst

4 days ago

Taguig, National Capital Region, Philippines IT BY DESIGN Full time $45,000 - $60,000 per year

Company Description

IT BY DESIGN provides MSP-focused technical resources to help businesses scale and improve profitability. We offer a wide range of services, including MSP staffing, outsourced NOC, RMM virtual admin, helpdesk support, and professional services. With nearly two decades of experience, we value loyalty and community, consistently taking care of our team as if they are family. We operate three state-of-the-art, fully compliant office facilities in New Jersey and India and pride ourselves on our expertise, reliability, and custom solutions for MSP needs.

Role Description

User Lifecycle Management

  • Fully manage onboarding/offboarding for client users: o Provision and configure devices (laptops/desktops). o Create/disable accounts in Microsoft 365, Azure AD, Active Directory. o Set up email, file access, MFA, group policies, and software packages. o Decommission devices securely and archive data where required.

Technical Support (Beyond Helpdesk)

  • Handle escalated Tier 1 and basic Tier 2 support tickets (network, printer, email, login issues, system slowness, etc.).
  • Use PSA and RMM tools to remotely troubleshoot and maintain endpoints.
  • Perform basic administrative tasks on servers, M365 tenants, and firewalls under supervision.
  • Document technical fixes and update SOPs/runbooks.

System Maintenance & Monitoring

  • Monitor alerts from RMM tools and resolve low/medium-priority issues.
  • Assist with patching schedules, antivirus status checks, and backup verifications.
  • Perform periodic health checks on client environments (device performance, licenses, capacity).

Process Improvement & Project Assistance

  • Support senior engineers in infrastructure or cloud migration projects.
  • Create automation or PowerShell scripts for routine tasks (optional but encouraged).
  • Proactively identify and recommend recurring issue fixes.

Qualifications

  • Must be willing to work 100% onsite and residing near BGC, Taguig.
  • Must be available for night shifts (8 PM - 5 AM Manila Time).
  • Minimum 2 years of experience in Service Desk/Help Desk support.
  • Proficient in troubleshooting Active Directory, Desktop, Office 365, Windows Server, Firewall, VPN, and End User Management.
    • Strong written and verbal communication skills.
  • At least 2 years of experience supporting global/international clients.

Company Benefits

  • HMO with Free Dependents on Day 1
  • Comprehensive Free MSP Bootcamp Training
  • Sponsored IT Certifications
  • Convertible to Cash Leaves
  • Annual Performance Bonus
  • Night Differential Pay
  • Government Mandated Benefits
  • Life Insurance and Pet Insurance
  • 13th Month Pay
  • Discounted Lunch Meals
  • Car Shuttle Service
  • Free unlimited coffee and snacks everyday

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