Technical Analyst
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Job Description
Technical Analyst supporting a UK-based managed service provider from the Philippines. Covering overnight Service Desk operations, Windows server patching, monitoring alerts, and escalations.
Responsibilities:
- Cover the Service Desk in a 24x7 support environment
- Handle incoming phone calls and infrastructure monitoring alerts
- Perform scheduled patching on Windows servers for customers
- Apply judgement to newly logged high-priority tickets and work issues to resolution where possible
- Escalate unresolved issues to vendors or internal On-Call resources
- Ensure SLAs and KPIs are achieved by taking ownership of SMC cases
- Monitor queues for incoming alerts and incidents
- Log Service Desk tickets and time in the relevant systems
- Use available tools to resolve client issues quickly
- Manage vendor escalations and collaborate with vendors
- Provide clear case updates and maintain accurate notes
- Investigate client-raised issues and suggest resolution steps
- Participate in client-facing escalations, post-incident reviews, and lessons-learned activities
- Create configuration documentation, patching guides, and knowledge base articles
Requirements:
- Open to Philippine-based applications only
- Available for Friday-Monday night shifts, 8pm–8am UK Time
- Experience with Windows Server patching
- Experience with Active Directory
- Experience with Azure Entra ID
- Windows Server administration experience
- Experience with Microsoft 365 Teams
- Experience with Microsoft Endpoint Manager (Microsoft Intune)
- Experience with Azure IaaS, including Reserved Instances and Hybrid Use Benefit
- Nice to have: Exchange Server administration (2016 or later)
- Nice to have: Arctera Enterprise Vault
- Nice to have: Microsoft Defender for Endpoint
- Nice to have: Microsoft Information Protection
- Nice to have: SharePoint Online
- Nice to have: Azure Virtual Desktop
- Nice to have: SCCM
- Nice to have: Mimecast
- Nice to have: VMWare
- Nice to have: LogicMonitor
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