IT Support Analyst II at Satellite Office

Pasig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

0.0

Posted On

20 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Windows 11, Microsoft 365, Teams, Active Directory, ManageEngine, ADManager, AssetExplorer, JitBit, Device encryption, Data recovery, Backups, Troubleshooting, Hardware deployment, IT asset management, Technical support, Mentorship

Industry

Outsourcing and Offshoring Consulting

Description

About the Role: The IT Support Analyst II provides advanced technical support to employees by resolving escalated issues, leading complex troubleshooting efforts, and supporting major IT operational processes. This role assists with managing the ticketing system, oversees IT asset lifecycle work at a higher level, supports system implementations, and contributes to improving the efficiency and maturity of IT services. The IT Support Analyst II frequently collaborates with the IT Support Lead, ServiceDesk Manager, and cross‑functional teams to ensure high‑quality service delivery and smooth daily IT operations. What You’ll Do: Handle advanced technical tickets and escalate issues appropriately. Serve as point of escalation for IT Support Analyst I teammates. Lead configuration and deployment of hardware for new hires, replacements, and special projects. Coordinate and perform complex IT asset lifecycle activities, including procurement planning, auditing, and disposal oversight. Conduct system imaging, encryption (BitLocker), data recovery, and backup procedures with expert-level proficiency. Assist in implementing new IT tools, process efficiencies, automation, and self‑service enhancements. Support IT audits, governance, security compliance, and policy adherence. Monitor and maintain IT systems, documentation, and knowledgebase articles. Work closely with vendors on hardware/software procurement, warranty issues, and support tickets. Maintain accurate and detailed updates in the ticketing system from intake through resolution. Provide guidance, mentorship, and knowledge-sharing with the IT Support Analyst I team. Keep asset inventory up to date. Communicate clearly with management, internal teams, and end users regarding IT issues, updates, and project progress. Help support local and remote office equipment setups, including occasional travel when needed. Perform other related duties as assigned. What We’re Looking For: Experience: 2-3 years in an IT Support role Skills: Strong knowledge of Windows 11, Microsoft 365, Teams, and Active Directory. ManageEngine imaging, ADManager, AssetExplorer Experience with ticketing systems (e.g., JitBit). Solid understanding of device encryption, data recovery, backups, and troubleshooting frameworks. Ability to handle complex technical issues with minimal supervision. Strong communication, organization, and documentation skills. Ability to mentor junior analysts and assist in training efforts. Physical Requirements: Ability to work in a fast-paced, occasionally noisy environment. Dexterity and mobility to perform equipment setups and troubleshooting tasks. Bonus Points For: CompTIA A+ CompTIA Network+ CompTIA ITF+ Microsoft 365 Certifications (MS‑900, higher-level certs preferred) Experience supporting call center tools such as Amazon Connect

Responsibilities

The IT Support Analyst II provides advanced technical support, resolves escalated issues, and leads complex troubleshooting efforts. They also manage IT asset lifecycles, support system implementations, and mentor junior team members.