2nd Line Service Desk Analyst

Your mission The 2nd Line Service Desk Analyst role is responsible for providing advanced technical support to resolve escalated issues from Level 1 support. This position requires a strong technical background, excellent problem-solving skills, and a customer-focused approach. The Level 2 Support Technician acts as a bridge between Level 1 support and more specialized IT teams, ensuring timely resolution of complex issues. Your profile Your Profile as 2nd Line Service Desk Analyst have a wide range of responsibilities, which can include: - Provide technical assistance to customers by diagnosing and resolving hardware, software, OS related, M365 and basic network issues. Investigate problems thoroughly, using available resources such as documentation, knowledge bases, and collaboration with other technical teams. - Handle escalated tickets from Level 1 support, ensuring prompt and effective resolution. Assess the severity of the issues, prioritize accordingly, and work diligently to find solutions within the stipulated timelines. - Escalate unresolved issues to Level 3 or specialized teams as necessary. - Collaborate with cross-functional teams such as NOC, L1 wherever needed and ensure a seamless customer experience. - Conduct root cause analysis for recurring issues and provide recommendations for resolution. - Document resolutions and update knowledge base articles - Configure, install, and troubleshoot hardware such as desktops, laptops, printers, and peripherals. - Manage software installations, updates, and troubleshooting. - Assist with user account management (Active Directory, email, and other systems). - Monitor system performance and report anomalies to the relevant teams. - Assist in maintaining and updating IT inventory and asset management systems. - Provide a high level of customer service to ensure user satisfaction. - Communicate effectively with end-users through various channels including phone, email, chat, keeping them informed of ticket progress and resolutions. - Maintain accurate documentation of incidents, solutions, and processes. Contribute to the knowledge base and help create resources for support staff and customers. - Ensure compliance with company IT policies and procedures. Required Skills and Qualifications - Bachelor’s degree in Computer Science, Information Technology, or a related field. - 5+ years of experience in Microsoft 365 administration or similar roles. - Strong knowledge of Microsoft Office 365 applications and services. - Expertise in managing Exchange Online, SharePoint Online, and Microsoft Teams. - Experience with Active Directory (AD), Group Policy Management, and Azure AD. - Proficiency in PowerShell scripting for automation and administration. - Strong troubleshooting skills to resolve technical issues across platforms. Preferred Skills and Qualifications - MCSE: Productivity Certification. - ITIL v3 Foundation Certification or equivalent knowledge of IT service management. - Experience with Azure Rights Management and mobile device management (MDM). - Knowledge of compliance frameworks and data protection practices. - Familiarity with Exchange ActiveSync and integration of mobile devices. Why us? Work Environment and Benefits - Location: Cebu City (with flexibility for remote work). - Learning and development opportunities with access to the latest technologies. - Comprehensive leave policy, including vacation, sick leave, maternity/paternity leave. - Healthy work-life balance. - Requires working in Eastern Time Zone (ET) - Miami Time