IT Support Analyst (Enterprise Support)

Job Expectations: Position Type: Experienced – Mid/Senior Employment Type: Full-Time, Permanent (Direct Hire) Work Setup & Location: Onsite - BGC, Cebu City Work Schedule: Weekdays, Rotational Shifts Industry: IT-BPO Openings: 3 English-speaking positions | 1 Spanish-speaking position About the Job: We are looking for Service Desk Analysts (English and Spanish) to join our client's team and provide technical support to users in a corporate IT environment. In this role, you will troubleshoot hardware, software, and connectivity issues, manage user requests, and ensure timely resolution of technical concerns while maintaining quality IT support services. Key Responsibilities: Diagnose and troubleshoot technical issues involving Windows 10/11, macOS, Microsoft 365 applications, Microsoft Teams, Exchange Online, VPN, and network connectivity. Provide user administration and request fulfillment, including account access and permissions management. Support Active Directory, Entra ID, Multi-Factor Authentication (MFA), and other enterprise IT services. Manage and resolve incidents and service requests using ServiceNow or other IT Service Management (ITSM) tools. Provide remote technical support and escalate complex issues to the appropriate teams when necessary. Maintain accurate documentation of incidents, requests, and troubleshooting activities. Qualifications: Bachelor's degree in Computer Science, Computer Engineering, or a related field is a big plus. 3+ years of experience in a corporate IT Service Desk or Managed Services environment. Excellent verbal and written communication skills in English or Spanish, depending on the position. Proficient in Windows 10/11 and macOS troubleshooting. Strong knowledge of Microsoft 365 administration and applications. Solid understanding of Active Directory, Entra ID, MFA, VPN, and basic TCP/IP networking. Experience using enterprise ITSM tools, preferably ServiceNow. Strong troubleshooting, communication, and customer service skills. Willingness to work fully onsite in Taguig City, on a rotational schedule supporting 24/7 operations. - Only shortlisted candidates will be contacted. Updating or tailoring your CV is highly recommended.