Level 1 Support Analyst (Junior / Intermediate / Senior)
At RippedBoxStation · Metro Manila, Philippines
- Customer support
- Full-time
- Mid-level
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Where you can work from
Open to the Philippines
“Metro Manila, Philippines”
From the location.
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- First seen by us
- 9 October 2026
- Last checked
- 1 hour ago
Job description
From RippedBoxStation’s job post, as they wrote it.
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.
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* 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
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