{"id":1217582,"url":"https://alion.io/job/avepoint-l2-service-desk-analyst-msp","title":"L2 Service Desk Analyst, MSP","company":{"id":95172,"name":"AvePoint","domain":"avepoint.com","url":"https://alion.io/company/avepoint-us","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":78,"open_postings":265,"ghost_share":0.275,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":141,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":9000,"max_usd":24000,"period":"year","method":"role_country_seniority_unknown","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false}],"status":"live","first_seen_at":"2026-09-25T09:16:24Z","employer_posted_date":"2026-09-25","last_verified_at":"2026-09-25T23:45:36Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About the Position:\nAs a Service Desk Analyst, you will be working directly with AvePoint's partner, FSI Strategies, in helping clients leverage Microsoft Technologies to achieve more. You will be the primary point of contact for clients seeking technical support, managing incoming service requests via various channels. Your role involves creating and assigning service tickets, coordinating with technical staff for timely resolution, and providing regular updates to clients. You will also handle basic administrative tasks, vendor management, and ensure efficient communication and follow-up to maintain high customer satisfaction.\nKey Responsibilities:\nAct as the first line of support for all IT issues via phone/email/portal/client-facing\nProvide regular updates to the client regarding resolution and progress status \nOffice 365, Active Directory account creations, edits, and terminations\nDistribution, security, and MS group creations and edits\nConfigure and deploy workstations per client standards\nTroubleshoot and resolve hardware & software tickets through ITSM software, shared drive and printer troubleshooting and mapping\nMicrosoft 365 Office troubleshooting (Outlook, Teams, Excel, Word, etc.)\nEscalate unresolved tickets to Senior Analysts by properly notating resolution attempts in the ticket. Maintain ownership of the request and work with the Senior Analyst towards resolution\nSupport clients with Apple devices\nServer and infrastructure support (On-premises and In-cloud)\nTrack time for every minute spent on a ticket\nCreate SOP documentation for JR Analyst to reference\nEnsure On-Call coverage throughout nights and weekends. During the week the coverage hours are 1:00-10:00 PM EST, and the weekend support hours are 7:00 am - 10:00 pm EST.**Note that the on-call hours are restricted for emergencies only (ie down network, password reset, computer not booting, etc.)\n\nOther Skills and Qualifications:\nHas more than 4 years of relevant years of in technical support/ service desk experience\nDemonstrated ability to work collaboratively in resolving tickets efficiently and effectively.\nProven track record of owning client issues through to resolution.\nExperience in working with Coordinators and Management to enhance service levels.\nProficiency in using Microsoft Teams for escalation and learning purposes.\nCommitment to adhering to FSI security protocols and client confidentiality training.\nAbility to assist in content development, including blogs and podcasts.\nWillingness to support other entities within FSI as needed.\nWhat’s in it for you?\nHMO coverage from day 1 of employment (plus 2 free dependents)\nGroup life insurance (upon regularization)\nWellness Reimbursement Program (upon regularization)\nPaid annual and sick leaves (convertible into cash)\nPaid compassionate leave (5 days)\nEmployee Dedication Award (years of service)\nEmployee Referral Bonus Program\nPromoting diversity and inclusion\nBusiness Travel Opportunity (Top Performers)\nHybrid Working Arrangement (3 days onsite & 2 days' work-from-home)\nCompetitive compensation package, Performance bonuses/incentives\nCareer growth & advancement opportunities\n *Terms and conditions apply\nAvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drive our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities.\nAny personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.","description_format":"text","description_chars":3845,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work","Life insurance"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Cybersecurity"],"lifecycle":[{"event":"open","at":"2026-09-25T11:01:22Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":141,"reasons":["conf:2","win:early","comp:brand"],"computed_at":"2026-09-26T02:20:39Z"},"pay":null,"html_url":"https://alion.io/job/avepoint-l2-service-desk-analyst-msp","json_url":"https://alion.io/job/avepoint-l2-service-desk-analyst-msp.json","meta":{"generated_at":"2026-09-26T02:20:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2384,"day_limit":5000,"remaining_today":2616,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}