Level 1 Support Analyst (Junior / Intermediate / Senior)
Rippedboxstation · Metro Manila, Philippines ·
- Seniority
- Senior
- Category
- Support
- Experience
- 1+ years
Rippedboxstation · Metro Manila, Philippines ·
Position: Level 1 Support Analyst
Number of hours: TBA
Schedule: EST
Responsibilities:
Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing systems.
Receive, log, categorize, prioritize, and assign support tickets following ITSM best practices.
Resolve common hardware, software, operating system, printer, email, password, and connectivity issues.
Escalate unresolved or complex incidents to Level 2 or Level 3 support with complete documentation.
Maintain accurate ticket updates, work logs, and resolution details.
Create and update knowledge base articles, troubleshooting guides, and user documentation.
Perform basic user account administration, including password resets and access requests.
Support desktop, laptop, mobile device, and peripheral troubleshooting.
Participate in unit testing, bug verification, documentation updates, and simple feature enhancements when assigned.
Follow standard operating procedures, service level agreements (SLAs), and security policies.
Collaborate with internal teams to ensure timely issue resolution and customer satisfaction.
Required Qualifications:
Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent experience).
1–2 years of experience in IT Helpdesk, Service Desk, Technical Support, or Customer Support.
Basic understanding of Windows operating systems and Microsoft Office 365.
Familiarity with Active Directory, user account management, and remote support tools is an advantage.
Basic knowledge of networking concepts (IP addressing, DNS, DHCP, VPN).
Understanding of IT Service Management (ITSM) concepts and ticketing systems.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Strong customer service orientation and willingness to learn.
Preferred Certifications:
AWS Certified Cloud Practitioner
Microsoft Azure Fundamentals (AZ-900)
Scrum Foundations
ITIL Foundation (Preferred)
CompTIA A+ (Preferred)
Technical Skills:
Windows Desktop Support
Microsoft Office 365
Active Directory (basic)
ITSM / Ticketing Systems (ServiceNow, Jira Service Management, Freshservice, Zendesk, etc.)
Remote Desktop Support
Basic Networking Fundamentals
Documentation and Knowledge Base Management