Systems Support Analyst

About the role

The Systems Support Analyst provides comprehensive IT support to end‑users in the Cebu office and remote APAC locations. The role combines on‑site assistance, remote troubleshooting, and after‑hours on‑call service to ensure high system availability and user productivity.

Key responsibilities

• Evaluate, prioritize and resolve hardware, software, networking and peripheral issues for Cebu and remote offices.
• Deliver onsite and remote support, including after‑hours and emergency on‑call service.
• Log, track and document all tickets using help‑desk software.
• Install, inventory, maintain and troubleshoot all IT assets in Cebu.
• Create and delete user accounts, enforce security policies and manage password/access controls.
• Provide end‑user training on laptops, telephones, video‑conferencing tools and conference‑room equipment.
• Analyze first‑line tickets, assign them to the Help Desk team and mentor junior staff.
• Participate in special projects and additional responsibilities as required.

Required profile

• Bachelor’s degree in Computer Science or related field, or equivalent technical certifications.
• Minimum 2 years of experience in desktop or end‑user support.
• Ability to lift and move computers, monitors and related equipment (up to 50 lbs).
• Previous exposure to call‑center technologies is a plus.

Required skills

• Expert proficiency with Microsoft 365, Word, Excel and PowerPoint.
• Strong knowledge of Windows 10, Windows 11 and macOS operating systems.
• Basic understanding of computer networking.
• Experience with PC imaging software and Microsoft Intune Autopilot.
• Familiarity with virus protection, computer security and inventory management tools.
• Relevant certifications such as A+, MCP, Network+ (optional).
• Exposure to Microsoft Intune, LANDESK or similar management platforms.