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Technical Support Analyst

2 weeks ago

Taguig, National Capital Region, Philippines MA Financial Group Full time

Primary Position Objective

As the
Technical Support Analyst
you will provide timely, high quality technical support to Finsure employees and partners, ensuring endpoints, applications, networks, and identity services are secure, reliable, and productive. You'll be the first line of defence for incidents and requests, own problems through to resolution, and continuously improve our service.

The ideal candidate will have a background working within agile delivery models and have extensive experience across various testing methodologies. This role requires expertise in automating back-end APIs, front-end applications and end-to-end testing.

Job Responsibilities

Service Desk Operations

  • Triage and resolve incidents/requests via ITSM (phone, chat, portal, email) within agreed SLAs.
  • Perform account provisioning/deprovisioning, access changes, and MFA resets in line with Joiner/Mover/Leaver processes.
  • Diagnose Windows/macOS issues, core applications (O365/Entra ID, Exchange/Outlook, Teams, SharePoint, Intune), and common SaaS tools.
  • Support end-user hardware (laptops, docks, monitors, peripherals), mobile devices (iOS/Android), and printing.

Security & Compliance

  • Enforce endpoint security standards (AV/EDR, disk encryption, patching, conditional access) and educate users on security hygiene.
  • Handle phishing reports and participate in incident response procedures (isolation, evidence capture, escalation).
  • Maintain accurate asset and license records; ensure changes are authorised and auditable.

Operations & Reliability

  • Monitor queues and key services; perform routine checks, backups verification, and patch schedules.
  • Execute standard operating procedures (SOPs) for common tasks; contribute to runbooks and knowledge articles.
  • Coordinate vendor support and warranty returns; manage loaner devices and spares.

Continuous Improvement

  • Identify recurring issues, raise problem records, and implement fixes or knowledge updates.
  • Contribute to automation (Intune/PowerShell scripting, app packaging, autopilot/build images) where appropriate.
  • Gather user feedback and propose enhancements to endpoints and collaboration tooling.

Skills & Experience to Succeed in the Role

Essential

  • 2–4 years in a Service Desk / Technical Support role supporting 200+ users in a corporate environment.
  • Strong knowledge of Windows 11 and macOS administration; Microsoft 365/Entra ID, Exchange/Outlook, Teams, SharePoint/OneDrive.
  • Experience with device management (Intune or similar), ticketing/ITSM platforms, and remote support tools.
  • Foundational networking (TCP/IP, DNS/DHCP, VPN, WiFi) troubleshooting.
  • Security mindset: MFA, conditional access, EDR/AV, patching, least privilege.
  • Excellent communication, empathy, and stakeholder management; able to translate technical issues into plain English.

Desirable

  • PowerShell or Bash scripting for automation.
  • Exposure to Azure, Okta/SSO, Jira/Confluence, Freshservice/ServiceNow, JAMF, and/or CrowdStrike/Defender.
  • Experience in financial services or other regulated industry.
  • Certifications: ITIL Foundation, Microsoft 365 Certified: Endpoint Administrator Associate, CompTIA A+/Sec+/Net+.

Behavioural Competencies

  • Customer obsessed:
    proactive, courteous, and outcome focused.
  • Ownership:
    sees issues through to closure; documents thoroughly.
  • Team player:
    collaborates with Infra, SecOps, and App teams; shares knowledge.
  • Bias to improve
    : looks for opportunities to reduce tickets and improve first contact resolution.