IT Support Analyst II

Cavite
Engineering – Information Technology /
Permanent - Regular Full-time /
On-site
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As an IT Support Analyst II, you will be responsible for providing Tier 2 technical support and take ownership of resolving more complex incidents. This intermediate-level position is suitable for candidates with proven experience in IT support and a desire to take on more responsibilities.

Job Description

    • Advanced Technical Support:
    • Provide second-level technical support for complex issues related to hardware, software, and network systems.
    • Troubleshoot and resolve incidents raised by Level I support
    • Assist end-users with software installations, upgrades, and patch management.
    • Ensure efficient resolution of issues within agreed service level agreements (SLAs).
    • System Administration and Monitoring:
    • Perform system administration tasks, including account creation, access management, and file permissions.
    • Collaborate with other IT teams to ensure smooth operations of servers, networks, and other critical systems.
    • Ticket Management:
    • Manage tickets in the IT service management system, ensuring timely updates and closure within SLAs.
    • Prioritize and categorize incidents and requests to ensure appropriate resource allocation.
    • Document solutions to recurring problems in the knowledge base for future reference.
    • Collaboration and Escalation:
    • Collaborate with other IT teams for the resolution of complex technical issues.
    • Escalate issues to vendors or higher-level support teams when necessary.
    • Serve as a mentor to junior IT staff by providing guidance, training, and troubleshooting support.
    • Project Participation:
    • Assist with IT projects such as system rollouts, hardware and software upgrades, and migrations.
    • Participate in testing new systems, applications, or updates, ensuring they function correctly before deployment.
    • Support business continuity plans, and disaster recovery efforts as needed.
    • Security and Compliance:
    • Ensure compliance with company IT policies, procedures, and security protocols.
    • Assist in identifying security risks and implementing necessary controls to mitigate them.
    • Support regular audits and contribute to implementing recommendations for improving system security.
    • Client Communication and Support:
    • Provide professional and courteous support to all users, ensuring issues are addressed with a high degree of customer satisfaction.
    • Communicate clearly with non-technical users to help them understand technical issues and solutions.
    • Conduct user training sessions on new systems and software when needed.
    • Reporting and Documentation:
    • Maintain detailed documentation of all technical issues, solutions, and workarounds.
    • Provide feedback and suggestions to improve processes and increase the efficiency of the IT support team.

REQUIREDKNOWLEDGE, SKILLS, AND ABILITIES

    • Technical Expertise:
    • Strong knowledge of ChromeOS, Windows and macOS environments, including user account management, patching, and updates.
    • Proficiency in troubleshooting and configuring networking equipment (e.g., routers, switches, firewalls, VPN).
    • Experience with Entra/AzureADmanagement, including user accounts, group policies, and permissions.
    • Knowledge in Microsoft 365 administration, including email, SharePoint, and OneDrive.
    • Familiarity with virtualization platforms (VMware, Hyper-V) and cloud environments (Azure, AWS) is a plus.
    • Experience with backup and recovery systems, as well as disaster recovery protocols.
    • Problem-Solving and Analytical Skills:
    • Ability to diagnose and resolve complex technical issues independently.
    • Strong analytical and troubleshooting skills with attention to detail.
    • Capability to work under pressure and manage multiple issues simultaneously.
    • Customer Service Skills:
    • Excellent verbal and written communication skills, with the ability to explain technical issues to non- technical users.
    • A strong customer service orientation and the ability to maintain a positive attitude under pressure.
    • Collaboration and Teamwork:
    • Ability to collaborate with other IT staff and departments to resolve issues and complete projects.
    • Strong interpersonal skills and the ability to mentor and guide junior staff.
    • Ability to work independently while being a proactive team player.
    • Project Management and Organization:
    • Strong organizational skills with the ability to prioritize tasks and manage time efficiently.
    • Experience in supporting IT projects, including planning, coordination, and implementation.
    • Security Awareness:
    • Understanding of cybersecurity principles, including secure networking practices, encryption, and data protection.
    • Knowledge of compliance requirements related to IT systems and security (e.g., GDPR, HIPAA).

QUALIFICATIONS AND EXPERIENCE

    • Education:
    • Bachelor’s degree in Information Technology, Computer Science, or related field
    • Certifications (Desired):
    • CompTIA A+ or Network+
    • Microsoft/Azure Certification
    • ITIL Foundation Certification
    • Experience:
    • Minimum of 2 years of experience in an IT support or help desk environment, with at least one year in a Level II support role.
    • Proven experience in troubleshooting and resolving hardware, software, and networking issues.
    • Experience in supporting enterprise environments, including handling escalated and complex support requests.
    • Prior experience working with IT service management systems (e.g., SolarWinds Service Desk, ServiceNow, Jira, Zendesk) is a plus.
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