Technical Support Analyst II (Endpoint Management)

Location: Quezon City, Philippines; in-office 100%

Company

hirify.global provides payment technology and services for international and Americas operations.

What you will do

• Provide Level 2 support for desktop, software, hardware, network, mobile device, and corporate application incidents escalated from Tier 1.
• Use remote access tools and endpoint management platforms to troubleshoot issues, deploy software and updates, manage configurations, and enforce compliance policies.
• Resolve tickets in ServiceNow, ServiceManager, or ServiceDesk+ within SLA timelines, escalating issues when required.
• Diagnose advanced system, network, and hardware problems and support system patching and upgrades.
• Create and maintain technical documentation and knowledge base content.
• Participate in rotational and on-call support covering early mornings, evenings, weekends, and holidays.

Requirements

• At least two years of college completed, with coursework in Computer Science, Management Information Systems, or a related field.
• At least three years of IT support or endpoint management experience in an enterprise environment.
• Experience with Windows, macOS, Active Directory, and remote troubleshooting tools.
• Proficiency in PowerShell scripting and automation for support tasks.
• Fluent English required, with the ability to explain technical issues clearly to non-technical users.
• Ability to manage multiple issues in a 24x7, cross-functional environment with a customer service focus.

Nice to have

• Bachelor's degree in Computer Science or a related field.
• CompTIA A+ or Network+, Microsoft MCP or MCSA, Cisco CCNA, or ITIL Foundation certification.

Culture & Benefits

• Work as part of a Manila Remote Endpoint Support team collaborating with onshore and offshore teams.
• Support global operations and round-the-clock service coverage across multiple time zones.
• Follow established IT processes, security standards, and compliance policies.
• Typical office conditions include extended computer work and occasional lifting or maneuvering of equipment weighing up to 50 pounds.