IT Support Analyst, Level 1 – Level 2

Job not on LinkedIn

🔥 38 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Outsourced Staff

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Outsourced Staff is a company that specializes in providing high-caliber remote teams for various roles including software development, IT support, digital marketing, and customer service. With over 25 years of experience, they focus on matching businesses with exceptional talent to aid in their growth, ensuring candidates are thoroughly screened for skills and cultural fit. The company offers a wide range of outsourced solutions, including virtual assistance, software development, and customer support, promoting efficiency and productivity for their clients.

📋 Description

• Answer phones and respond to client support requests • Work through helpdesk tickets, prioritise appropriately, update tickets and escalate when needed • Communicate clearly with non-technical users, set expectations and follow through • Remotely access client devices to troubleshoot and resolve issues • Resolve day-to-day issues across user accounts, email, devices and connectivity • Administer Microsoft 365 through the Microsoft 365 Admin Center, including users, licences, mailboxes and access • Perform M365 administration tasks involving users, licences, MFA, mailboxes, shared mailboxes, groups and message trace • Support M365 across multiple users and businesses, with exposure to Intune, SharePoint and Teams administration • Administer and support client phone systems, including extensions, ring groups, call flows, IVRs, SIP trunks and handset provisioning • Troubleshoot phone call routing and quality • Act on monitoring alerts such as suspicious sign-ins or compromised accounts • Contain security issues by revoking sessions, resetting credentials, reviewing MFA methods, checking mailbox rules, forwarding and unrecognised app consents, then escalating and documenting • Verify requester identity before sensitive password or MFA changes • Assist with general MSP support work • Use ticketing, remote monitoring and documentation tools • Provide networking support, including UniFi configuration and maintenance, with team guidance • Maintain ticket notes and client environment records • Follow ticketing and documentation standards • Write and maintain SOPs, checklists and how-to guides • Identify repetitive tasks and automate them with AI or scripting while handling client data responsibly • Provide prompt, accurate and professional IT support to the client's customers and resolve tickets and remote support requests end to end with minimal escalation

🎯 Requirements

• Hands-on Microsoft 365 administration experience across Microsoft Entra (Identity) and Exchange Online; end-user M365 experience alone is not sufficient • In-depth knowledge and experience of the Microsoft 365 Admin Center, including identity, Exchange and related admin tasks • Hands-on administration of a business or hosted phone system • Experience with a PSA/ticketing platform, an RMM and an IT documentation platform • Experience writing SOPs, checklists and technical documentation • Client-facing experience and a calm, professional phone manner • Clear, professional spoken and written English • Sound security judgement, including verifying identity before sensitive changes and recognising and escalating compromised accounts • Reliable internet, power backup and a suitable workspace • 2+ years of IT support experience (preferred) • Relevant IT qualification or certification such as MS-900, MS-102, MD-102 or CompTIA (preferred) • Autotask, Datto RMM and IT Glue, or equivalent platforms • 3CX or Yeastar experience (preferred) • Networking experience, including UniFi, firewalls, VPN and Wi-Fi (preferred) • Intune, Defender and Conditional Access familiarity (preferred) • SharePoint and Teams administration experience (preferred) • Experience supporting Australian or ANZ clients (preferred)

🏖️ Benefits

• Full-time work from home • Remote work arrangement • Work during Adelaide business hours

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