IT Support Analyst II at Appen

We are currently looking for a dedicated IT Support Analyst II to join our team in the Philippines. This full-time, on-site role is designed for a mid-level professional who is ready to take ownership of complex technical challenges. As part of our engineering and technology department, you will play a vital role in maintaining our systems, mentoring junior staff, and ensuring our end-users receive high-quality support. We value proactive problem solvers who can navigate enterprise environments with precision and a commitment to security.

Key outcomes

• Provide expert second-level technical support by resolving complex hardware, software, and network incidents that have been escalated from Level I.
• Manage system administration tasks, including user account provisioning, access management, and file permission configurations.
• Oversee ticket workflows within our service management system to ensure all requests are prioritized and resolved within established service level agreements.
• Collaborate with cross-functional IT teams to support server operations, network stability, and critical system maintenance.
• Act as a mentor to junior team members by providing technical guidance, training, and troubleshooting support.
• Contribute to IT projects such as system rollouts, migrations, and hardware upgrades while ensuring thorough testing prior to deployment.
• Maintain strict adherence to security protocols, assist with internal audits, and help identify risks to our infrastructure.
• Communicate effectively with non-technical users to explain solutions and conduct training sessions on new software or systems.

Requirements

• A Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 2 years of experience in an IT support or help desk setting, with a minimum of 1 year specifically in a Level II support capacity.
• Strong technical proficiency in Windows, macOS, and ChromeOS environments, including patch management and user account administration.
• Hands-on experience configuring and troubleshooting networking equipment such as routers, switches, firewalls, and VPNs.
• Demonstrated expertise in Microsoft 365 administration and Entra/AzureAD management.
• A solid understanding of cybersecurity principles, data protection, and IT compliance requirements.
• Excellent verbal and written communication skills in English, with the ability to translate technical concepts for a general audience.
• Proven ability to manage multiple priorities under pressure while maintaining a professional, customer-focused attitude.

Preferred qualifications

• Professional certifications such as CompTIA A+, Network+, Microsoft/Azure certifications, or ITIL Foundation.
• Familiarity with virtualization platforms like VMware or Hyper-V and cloud environments such as Azure or AWS.
• Previous experience working with IT service management platforms like ServiceNow, Jira, Zendesk, or SolarWinds.
• Experience with backup, recovery, and disaster recovery protocols.

How to apply

If you are a proactive professional with a passion for technical excellence and team collaboration, we invite you to submit your application for this position. We look forward to reviewing your qualifications and discussing how your experience aligns with our team's goals.