IT Support Analyst – L1/L2

Twoconnect

. Act as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.

Posted 10/17/2026full-timeRemote • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in L1 and L2 IT support, including troubleshooting hardware, software, and connectivity issues, while effectively managing user access and security protocols. Proficient in Microsoft 365 services and experienced in onboarding and offboarding processes within an IT service desk environment.

Highest-signal resume keywords

L1 And L2 SupportMicrosoft 365 AdministrationActive Directory ManagementNetwork TroubleshootingIncident Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows 10 And 11Microsoft Entra IDMicrosoft IntuneTCP/IPDNSDHCPVPNRemote TroubleshootingSoftware DeploymentUser Access Management

Soft Skills

Excellent Communication SkillsPrioritisation SkillsDocumentation SkillsCalm User SupportIndependent Work

Tools & Technologies

Ticketing SystemsRemote-Support ToolsEndpoint Management PlatformsCCTV ApplicationsBusiness Telephony

Certifications & Qualifications

Microsoft CertificationCompTIA CertificationITIL Certification

Industry Keywords

IT Service DeskTechnical SupportManaged Service ProviderUser OnboardingUser Offboarding

Tech Stack

Tools & technologies

AzureDNSTCP/IP

About the role

Key responsibilities & impact

Act as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.
Log, categorise, prioritise and manage incidents and service requests through to resolution in accordance with agreed service levels and escalation procedures.
Provide remote L1 and L2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers and related user issues.
Support Microsoft 365 services, including Outlook, Teams, SharePoint and OneDrive, and resolve access, synchronisation, configuration and user functionality issues.
Diagnose and resolve common connectivity issues involving Wi-Fi, local networks, VPN access, internet services and business telephony and escalate infrastructure issues where required.
Use approved remote-support tools and management agents to investigate issues, guide users and complete authorised changes on managed devices.
Create, modify and disable user accounts and access permissions in line with approved requests, role requirements and least-privilege security controls.
Coordinate IT onboarding and offboarding activities, including account provisioning, access changes, device preparation, software deployment and timely removal of access.
Install, configure and maintain approved applications, user profiles, endpoint settings and security controls in accordance with internal standards.
Maintain accurate IT asset, device, software licence and configuration records and coordinate hardware preparation, replacement, delivery and return activities with onsite teams.
Support access to CCTV applications, education systems and other authorised business platforms and escalate specialist system faults to the appropriate owner or vendor.
Communicate clearly with users throughout the support lifecycle, provide practical instructions and confirm that service has been restored before closing tickets.
Escalate complex, high-risk or unresolved incidents to senior internal IT personnel or third-party providers with complete diagnostic notes, evidence and actions already taken.
Maintain knowledge articles, troubleshooting guides and standard operating procedures and identify recurring issues and service improvement opportunities.
Other position-level duties as they arise.

Requirements

What you’ll need

Bachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline is essential.
Minimum 3-5+ years' experience in an IT service desk, technical support, managed service provider or similar end-user support environment is essential.
Demonstrated L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.
Strong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint and OneDrive is essential.
Experience administering Microsoft Entra ID or Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups and permissions is essential.
Experience with Microsoft Intune, endpoint management, software deployment, device compliance or comparable management platforms is highly regarded.
Experience using ticketing systems, remote-support tools and structured incident, request and escalation processes is essential.
Sound knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs and basic network troubleshooting is essential.
Experience supporting user onboarding, offboarding, device provisioning, asset registers and software licence records is essential.
Strong understanding of information security, least-privilege access, confidentiality and appropriate handling of sensitive user and organisational data is essential.
Excellent written and verbal communication skills and the ability to support non-technical users calmly and professionally are essential.
Strong diagnostic, prioritisation and documentation skills with the ability to manage competing tickets and work independently are essential.
Experience supporting education, childcare or multi-site organisations and Microsoft, CompTIA or ITIL certification are highly regarded.

Benefits

Comp & perks

Work from home
Mon - Fri: 9:00 AM – 6:00 PM AEST
HMO with 2 free dependents and medical reimbursements
Government-mandated benefits
Opportunities to work with leading companies in Australia, New Zealand, the United States, the United Kingdom and Europe
Training programmes for career development
Engaging company outings, team activities and wellness sessions
Supportive, inclusive culture
Dedicated managers focused on your growth and success
Competitive pay and benefits
Additional entitlements
Structured career development programs
Equal opportunity and inclusive workplace