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Twoconnect

IT Support Analyst – Day Shift

Twoconnect

. Provide L1 and L2 IT support via phone, email, Teams, and the service desk portal .

Posted 10/15/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing L1 and L2 IT support, managing user accounts, and troubleshooting Microsoft 365 services. Proficient in coordinating device management and adhering to IT security policies while maintaining effective communication with users.

Highest-signal resume keywords
Windows 10/11 SupportMicrosoft 365 AdministrationUser Account ManagementITIL 4 Foundation CertificationJira Service Management Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingTicket ManagementDevice ConfigurationMFA ManagementDNSDHCPVPNWi-FiPower BIEndpoint Compliance
Soft Skills
Excellent CommunicationUser SupportProblem-SolvingTime ManagementCollaboration
Tools & Technologies
Microsoft TeamsExchange OnlineSharePointIntuneAutopilotServiceNowBusiness CentralD365 CRMPower PlatformIT Service Management Platform
Certifications & Qualifications
CompTIA A+Microsoft 365 Fundamentals (MS-900)Endpoint Administrator (MD-102)Microsoft 365 Administrator (MS-102)
Industry Keywords
IT SupportService DeskDesktop SupportManaged Service ProviderAsset Tracking

Tech Stack

Tools & technologies
DNSERPITSMServiceNow

About the role

Key responsibilities & impact
  • Provide L1 and L2 IT support via phone, email, Teams, and the service desk portal
  • Troubleshoot and resolve issues related to Windows, Microsoft 365, user accounts, devices, printers, and connectivity
  • Log, update, and manage support tickets while keeping users informed throughout the resolution process
  • Manage user accounts, passwords, MFA, permissions, and Microsoft 365 licenses
  • Support Exchange Online, Teams, SharePoint, and other Microsoft 365 services
  • Assist with device setup, configuration, and management through Intune and Autopilot
  • Provide first-level support for business applications and escalate complex issues to appropriate teams
  • Coordinate with internal stakeholders and vendors to help ensure timely resolution
  • Support employee onboarding, role changes, and offboarding activities
  • Coordinate device deployment, recovery, and asset tracking
  • Follow IT security policies and best practices
  • Maintain accurate documentation and contribute to knowledge base articles and process improvements

Requirements

What you’ll need
  • Bachelor’s degree in information technology, Computer Science, Computer Engineering or a related field, or equivalent practical experience
  • 2 or more years in an IT service desk, desktop support, or managed service provider role, ideally supporting Australian or other overseas clients
  • Solid working knowledge of Windows 10/11, Microsoft 365 applications, Exchange Online, Teams, SharePoint, common peripherals, DNS, DHCP, VPN, and Wi-Fi
  • Hands-on experience administering user accounts in Entra ID or Active Directory, including password and MFA resets and group management
  • Experience working in an IT service management platform, with disciplined ticket notes and knowledge of incident, request, and escalation processes
  • Excellent spoken and written English
  • Ability to support users of varied technical ability by phone, email, and remote session
  • Ability to manage several tickets at once, follow procedures, and recognise when escalation is needed
  • Willingness and ability to work Australian business hours on an ongoing basis
  • Experience with Jira Service Management, ServiceNow, or a comparable platform
  • Exposure to Microsoft Intune, Autopilot, and endpoint compliance policies
  • Exposure to Business Central, D365 CRM, Power Platform, or comparable ERP and CRM applications
  • Basic understanding of Power BI, including workspace access, report sharing, and refresh troubleshooting
  • Experience with IT asset registers, equipment logistics, and remote onboarding or offboarding
  • Certifications such as ITIL 4 Foundation, CompTIA A+, Microsoft 365 Fundamentals (MS-900), Endpoint Administrator (MD-102), or Microsoft 365 Administrator (MS-102)

Benefits

Comp & perks
  • Work from home
  • Monday to Friday, 9:00 AM–6:00 PM AEST/AEDT, with daylight-saving adjustments
  • HMO with 2 free dependents and medical reimbursements
  • Government-mandated benefits
  • Opportunities to work with leading companies in Australia and beyond
  • Training programmes for career development
  • Company outings, team activities and wellness sessions
  • Supportive, inclusive culture
  • Dedicated managers focused on employee growth and success
  • Competitive pay and benefits
  • Additional entitlements
  • Structured career development programs
  • People-first culture prioritizing stability, growth and employee care