IT Support Analyst II

IT Support Analyst II About the Role: The IT Support Analyst II provides advanced technical support to employees by resolving escalated issues, leading complex troubleshooting efforts, and supporting major IT operational processes. This role assists with managing the ticketing system, oversees IT asset lifecycle work at a higher level, supports system implementations, and contributes to improving the efficiency and maturity of IT services. The IT Support Analyst II frequently collaborates with the IT Support Lead, ServiceDesk Manager, and cross‑functional teams to ensure high‑quality service delivery and smooth daily IT operations. What You’ll Do: Handle advanced technical tickets and escalate issues appropriately. Serve as point of escalation for IT Support Analyst I teammates. Lead configuration and deployment of hardware for new hires, replacements, and special projects. Coordinate and perform complex IT asset lifecycle activities, including procurement planning, auditing, and disposal oversight. Conduct system imaging, encryption (BitLocker), data recovery, and backup procedures with expert-level proficiency. Assist in implementing new IT tools, process efficiencies, automation, and self‑service enhancements. Support IT audits, governance, security compliance, and policy adherence. Monitor and maintain IT systems, documentation, and knowledgebase articles. Work closely with vendors on hardware/software procurement, warranty issues, and support tickets. Maintain accurate and detailed updates in the ticketing system from intake through resolution. Provide guidance, mentorship, and knowledge-sharing with the IT Support Analyst I team. Keep asset inventory up to date. Communicate clearly with management, internal teams, and end users regarding IT issues, updates, and project progress. Help support local and remote office equipment setups, including occasional travel when needed. Perform other related duties as assigned. What We’re Looking For: Experience: 2-3 years in an IT Support role Skills: Strong knowledge of Windows 11, Microsoft 365, Teams, and Active Directory. ManageEngine imaging, ADManager, AssetExplorer Experience with ticketing systems (e.g., JitBit). Solid understanding of device encryption, data recovery, backups, and troubleshooting frameworks. Ability to handle complex technical issues with minimal supervision. Strong communication, organization, and documentation skills. Ability to mentor junior analysts and assist in training efforts. Physical Requirements: Ability to work in a fast-paced, occasionally noisy environment. Dexterity and mobility to perform equipment setups and troubleshooting tasks. Bonus Points For: CompTIA A+ CompTIA Network+ CompTIA ITF+ Microsoft 365 Certifications (MS‑900, higher-level certs preferred) Experience supporting call center tools such as Amazon Connect Role type Information Technology Support Role Others Locations Robinsons Cyberscape Gamma, Ortigas Center, Pasig City Remote status Hybrid Work Schedule 08:00pm - 05:00am Manila / 11:00pm - 08:00am Manila Shifting Schedule? false Shifts with Daylight Savings? true About Satellite Office Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of. At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces. Why You'll Love Working Here: 🌟 You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. 🚀 You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. 🎉 You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. 🏢 You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. 💼 You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact. Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.