Technical Support Analyst
Skills
About the role
This onsite Technical Support Analyst role delivers first-level IT support for managed-service customers in Cebu City, Philippines. It suits an early-career support or customer-service professional who can troubleshoot common end-user issues, document work, and escalate more complex cases. You will handle requests across Microsoft 365, endpoints, user access, and business applications while meeting service-level commitments.
What you’ll do
- Serve as the initial contact for incidents and service requests across phone, email, Microsoft Teams, and ITSM channels.
- Troubleshoot Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and common applications.
- Follow procedures, knowledge articles, and IT service-management practices.
- Keep tickets current with troubleshooting actions and customer communication.
- Escalate unresolved issues to Level 2 engineers.
- Deliver remote support with Datto RMM.
- Update Autotask tickets and IT Glue documentation.
- Provision accounts, Microsoft 365 services, and basic device configurations.
- Assist with endpoint deployment, software installation, onboarding, password resets, MFA, and Entra ID access tasks.
- Provide on-call coverage for urgent and critical incidents when needed.
What they’re looking for
- Have a basic understanding of computer hardware, software, and networking.
- Be familiar with Windows and/or macOS.
- Communicate technical information clearly to non-technical users.
- Solve problems effectively in a fast-paced environment.
- Be willing to learn new technologies and processes.
Nice to have
- An associate or bachelor's degree in information technology or a related field.
- Previous technical-support or customer-service experience.
- Microsoft Certified Desktop Support Technician certification or an equivalent credential.
What’s on offer
- HMO coverage up to PHP 500,000 per incident, with dental and optical benefits.
- A two-week paid Christmas vacation.
- Electricity and data subsidies.
- PHP 25,000 educational assistance.
- Training and equipment.
- A Monday-to-Friday schedule from 7:00 a.m. to 4:00 p.m.
Questions about this role
Is this Technical Support Analyst role onsite?
Yes. The role is onsite in Cebu City, Cebu, Philippines.
Is this a Level 1 IT support position?
Yes. The role provides first-level support and escalates unresolved complex issues to Level 2 engineers.
Do I need previous IT support experience?
Previous technical support or customer service experience is preferred.
Is an IT degree required?
An associate or bachelor's degree in information technology or a related field is preferred, not required.
What are the regular work hours?
The posting lists a fixed Monday-to-Friday schedule of 7:00 a.m. to 4:00 p.m.
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