[Hiring] Service Desk Level II Analyst @Dyopath

Role Description

Join DYOPATH as a Service Desk Level II Analyst. Are you energized by solving complex technical challenges and helping people stay connected and productive? DYOPATH is looking for a Service Desk Level II Analyst who brings strong technical expertise, curiosity, and a commitment to delivering exceptional support while mentoring others on the team.

Your Mission as a Service Desk Level II Analyst

• Provide second-level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks.
• Troubleshoot and resolve complex incidents, escalating when appropriate.
• Identify and resolve underlying problems affecting IT systems and services.
• Mentor and guide Level 1 analysts, assisting with incident resolution and skill development.
• Ensure timely and accurate resolution of all technical issues.
• Conduct follow-up with customers or employees to support satisfaction and continuity.
• Continue building your technical skill set through training, certification, and self-directed learning.
• Participate in special projects that enhance service delivery and IT operations.

Qualifications

• Associate or bachelor’s degree in computer science or related field preferred.
• Relevant certifications (or pursuing):
  • HDI Support Center Analyst (HDI-SCA)
  • ITIL Foundation
  • Microsoft 365 Certified: Fundamentals
  • Microsoft 365 Certified: Endpoint Administrator Associate
• 2–4 years of experience in technical support, with at least 1 year in a service desk environment.
• Strong customer service and communication skills, able to explain technical concepts clearly.
• Proficiency with Microsoft Office, Windows operating systems, and advanced network troubleshooting.
• Experience working with NICE, VoIP or similar phone systems.
• Basic experience working with Meraki.
• Familiarity with ITIL or similar service management frameworks is a plus.
• Ability to work independently and collaboratively to deliver exceptional service.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple tasks simultaneously and prioritize effectively.
• Experience with remote support tools and technologies.
• Travel to multi-sites required.

Benefits

• Savings / Monthly 13% cap
• Pantry Vouchers 9% deposited every month
• Christmas Bonus: 25 days of your daily income
• Vacations - 12 days after the first year
• Anniversary Bonus - 10 days of base salary
• Vacation Premium – 40% first year
• Major Medical Insurance covers you and your immediate family
• Life Insurance
• Quarterly Bonus
• Marriage or Bereavement Time off
• Maternity/Paternity Time off
• Ergonomic Chair
• 250 pesos monthly stipend for internet and electricity

Company Description

Join a company whose L.O.V.E. philosophy—Living Our Values Every Day—turns everyday work into meaningful impact. From certifications to career paths, DYOPATH invests in your development. Recognized for outstanding IT service—and we bring that same dedication to supporting each other. A collaborative environment where achievements are celebrated.