{"id":139830,"url":"https://alion.io/job/vbp-l1-it-support","title":"Technical Support Analyst","company":{"id":7242,"name":"VBP","domain":"vbp.com","url":"https://alion.io/company/vbp","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":89,"open_postings":14,"ghost_share":0,"stale_share":0.429,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","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":8000,"max_usd":21000,"period":"year","method":"role_country_seniority_unknown","sample_n":12},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-08-25T00:00:00Z","employer_posted_date":"2026-08-25","last_verified_at":"2026-10-23T23:23:27Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":59},"description":"Overview of the Role\nThe Technical Support Analyst will provide first-level technical support to MSP customers, delivering timely and professional assistance for standard incidents, service requests, and endpoint administration activities. This role will be responsible for troubleshooting and resolving common technical issues, supporting end users across a range of technologies, and ensuring a high standard of customer service while meeting established service level agreements (SLAs). In this role, you will efficiently manage support requests, maintain accurate documentation, and escalate complex technical issues to Level 2 engineers when required, ensuring effective communication, continuity of support, and timely resolution for customers.\nMain duties include:\nAct as the first point of contact for end-user incidents and service requests across phone, email, Microsoft Teams, and ITSM channels.\nProvide first-level troubleshooting and resolution for Windows devices, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and common business applications.\nFollow standard operating procedures, knowledge base articles, and IT service management processes to ensure consistent service delivery. \nMaintain accurate and timely ticket updates, documenting troubleshooting steps, actions taken, and customer communications.\nManage incidents and service requests, escalating unresolved issues as required.\nPerform remote support using Datto RMM.\nUpdate Autotask tickets and IT Glue documentation. \nProvide on-call support during weekends and outside regular business hours to ensure timely response and resolution of urgent and critical incidents.\nProvision and configure user accounts, Microsoft 365 services, and basic device setup including desktops, laptops, and mobile devices. \nAssist with endpoint deployment, software installation, and onboarding of new users following standard build and configuration processes. \nSupport user access requests, password resets, MFA issues, and basic identity management tasks in Microsoft Entra ID.\nRequirements\nAn Associate or Bachelor's degree in Information Technology or related field is preferrable. \nPrevious experience in a technical support role or customer service role preferred. \nBasic understanding of computer hardware, software, and networking concepts. \nFamiliarity with Windows and/or macOS operating systems. \nExcellent communication skills and ability to explain technical concepts to non-technical users. \nStrong problem-solving skills and ability to work under pressure in a fast-paced environment. \nCertifications such as Microsoft Certified Desktop Support Technician (MCDST), or equivalent are desirable but not required. \nWillingness to learn and adapt to new technologies and processes. \nBenefits\n500K per incident HMO coverage + Dental & Optical benefits \n2-week paid Christmas vacation\nElectricity & Data subsidies\n25K Educational Assistance \nTraining and equipment will be provided\nFixed Schedule of Mon-Fri from 7 AM to 4 PM","description_format":"text","description_chars":3009,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing 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