L1 Service Desk Analyst (MSP)

TL;DR

L1 Service Desk Analyst (MSP): Providing first-line technical support for Australian clients across software, hardware, and networking with an accent on ticket management, incident resolution, and customer satisfaction. Focus on troubleshooting complex IT issues, maintaining system health via RMM tools, and ensuring SLA compliance.

Location: Hybrid (Ortigas, Pasig, Philippines)

Company

hirify.global is a Managed Service Provider (MSP) delivering technical support and IT operations for international clients.

What you will do

• Provide frontline support via phone and email, managing daily ticket queues in ConnectWise Manage.
• Troubleshoot and resolve incidents involving software, hardware, telephony, and networking.
• Perform proactive maintenance using RMM tools such as N-Able, ImmyBot, and JAMF Pro.
• Monitor cybersecurity incidents and contribute to ISO compliance and security awareness.
• Support infrastructure projects, including cloud migrations and new machine builds.
• Document resolutions in IT Glue and identify recurring issues for automation.

Requirements

• Minimum 3 years of technical support experience, preferably within an MSP background.
• Strong knowledge of Microsoft 365, Azure, networking, and endpoint management.
• Proficiency with ticketing systems (ConnectWise) and RMM tools.
• Experience with network hardware such as Fortinet, Ubiquiti, and Cisco Meraki.
• Excellent communication and customer service skills.
• Availability for on-call support after the AU shift.

Nice to have

• Microsoft Certified: Azure Administrator Associate.
• MCSA, MCSE, or CompTIA Security+ certifications.
• Experience with Google Workspace and AWS.

Culture & Benefits

• HMO, Dental, and Life Insurance for the employee and one free dependent from day one.
• Paid leaves: Birthday, Vacation, Medical, and Maternity.
• Vacation leaves (up to 6) are convertible to cash on work anniversary.
• Regular employee engagement activities, including Year-End Parties and Team Building.