{"id":2686447,"url":"https://alion.io/job/twoconnect-it-support-analyst-l1l2-work-from-home-day-shift","title":"IT Support Analyst (L1/L2) - Work From Home | Day Shift","company":{"id":719418,"name":"Twoconnect","domain":"twoconnect.com.au","url":"https://alion.io/company/twoconnect-2","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8500,"max_usd":22000,"period":"year","method":"role_country_seniority_unknown","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-16T07:49:13Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T17:11:09Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The IT Support Analyst will provide responsive L1 and L2 technical support. The role will manage service-desk requests, remotely troubleshoot hardware, software, Microsoft 365, access and connectivity issues and coordinate escalations with internal IT personnel and third-party providers. The position will strengthen the internal IT function by delivering reliable user support, maintaining accurate systems and asset records and protecting access to organisational systems and data.\nAct as a first point of contact for IT support requests received through the shared support inbox, ticketing system and telephone channels.\nLog, categorise, prioritise and manage incidents and service requests through to resolution in accordance with agreed service levels and escalation procedures.\nProvide remote L1 and L2 troubleshooting for desktop and laptop hardware, Windows operating systems, approved software, peripherals, printers and related user issues.\nSupport Microsoft 365 services, including Outlook, Teams, SharePoint and OneDrive, and resolve access, synchronisation, configuration and user functionality issues.\nDiagnose and resolve common connectivity issues involving Wi-Fi, local networks, VPN access, internet services and business telephony and escalate infrastructure issues where required.\nUse approved remote-support tools and management agents to investigate issues, guide users and complete authorised changes on managed devices.\nCreate, modify and disable user accounts and access permissions in line with approved requests, role requirements and least-privilege security controls.\nCoordinate IT onboarding and offboarding activities, including account provisioning, access changes, device preparation, software deployment and timely removal of access.\nInstall, configure and maintain approved applications, user profiles, endpoint settings and security controls in accordance with internal standards.\nMaintain accurate IT asset, device, software licence and configuration records and coordinate hardware preparation, replacement, delivery and return activities with onsite teams.\nSupport access to CCTV applications, education systems and other authorised business platforms and escalate specialist system faults to the appropriate owner or vendor.\nCommunicate clearly with users throughout the support lifecycle, provide practical instructions and confirm that service has been restored before closing tickets.\nEscalate complex, high-risk or unresolved incidents to senior internal IT personnel or third-party providers with complete diagnostic notes, evidence and actions already taken.\nMaintain knowledge articles, troubleshooting guides and standard operating procedures and identify recurring issues and service improvement opportunities.\nOther position-level duties as they arise.\nRequirements\nBachelor's degree in Information Technology, Computer Science, Information Systems or a related discipline is essential.\nMinimum 3-5+ years' experience in an IT service desk, technical support, managed service provider or similar end-user support environment is essential.\nDemonstrated L1 and L2 support capability across hardware, software, user access, connectivity and remote troubleshooting is essential.\nStrong working knowledge of Windows 10 and 11, Microsoft 365, Outlook, Teams, SharePoint and OneDrive is essential.\nExperience administering Microsoft Entra ID or Azure Active Directory, Active Directory, Microsoft 365 user accounts, groups and permissions is essential.\nExperience with Microsoft Intune, endpoint management, software deployment, device compliance or comparable management platforms is highly regarded.\nExperience using ticketing systems, remote-support tools and structured incident, request and escalation processes is essential.\nSound knowledge of TCP/IP, DNS, DHCP, Wi-Fi, VPNs and basic network troubleshooting is essential.\nExperience supporting user onboarding, offboarding, device provisioning, asset registers and software licence records is essential.\nStrong understanding of information security, least-privilege access, confidentiality and appropriate handling of sensitive user and organisational data is essential.\nExcellent written and verbal communication skills and the ability to support non-technical users calmly and professionally are essential.\nStrong diagnostic, prioritisation and documentation skills with the ability to manage competing tickets and work independently are essential.\nExperience supporting education, childcare or multi-site organisations and Microsoft, CompTIA or ITIL certification are highly regarded.\nBenefits\nWhy Join Twoconnect?\nWe offer more than just a job - we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:\nWork from home\nMon - Fri: 9:00 AM - 6:00 PM AEST\nHMO with 2 free dependents and medical reimbursements\nGovernment-mandated benefits\nOpportunities to work with leading companies in Australia and beyond\nTraining programmes for career development\nEngaging company outings, team activities and wellness sessions\nSupportive, inclusive culture\nDedicated managers focused on your growth and success\nTwoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.\nWe offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.\nOur industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.\nTwoconnect is an equal opportunity employer. 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