Senior Global Service Desk Analyst
Level 2 IT support analyst at Rimes (capital markets data provider) handling escalated service-desk tickets, advanced troubleshooting across Windows/macOS, M365, networking and endpoint security, plus endpoint provisioning (Intune, Autopilot, PDQ), SFTP support, alert monitoring, and hardware/software asset management in a hybrid Manila role.
- Compensation
- Not disclosed
- Location
- Manila, Phillipines
- Work setup
- Not specified
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- It support
- Posted
Skills
Must have
- Bachelor's degree in Information Technology, Computer Science, or related course (or equivalent practical experience)
- 2-4 years of experience in an IT support role (service desk, desktop support, or similar)
- Demonstrated experience with Windows OS and macOS troubleshooting
- Hands-on experience with M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
- Experience with Jira ITSM or equivalent ticketing platform
- Working knowledge of Jira Service Management (JSM): queues, request types, SLAs, workflows, and automation rules
- Basic to advanced knowledge of SFTP/FTP file transfer: client configuration, key/credential management, troubleshooting connection and transfer failures
- Strong written and verbal communication skills, including incident documentation
- Willing to do hybrid with 2-3x RTO
Nice to have
- ITIL Foundation (v3 or v4) certification
- Microsoft 365 Fundamentals (MS-900) or M365 Endpoint Administrator (MD-102) certification
- Azure Fundamentals (AZ-900) certification
- CompTIA A+ or equivalent hardware certification
- PowerShell scripting for automation and diagnostics
- Experience with Intune/SCCM and endpoint management tooling
- Familiarity with Autopilot, Patch-My-PC, PDQ, or similar provisioning tools
- Exposure to Confluence, knowledge base management, or technical writing
- Awareness of SOC2 compliance and IT security governance principles
- Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization)
Full description
About Rimes
Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.
The Senior GSD Analyst owns the office network (LAN and Wi-Fi using Meraki), which is the primary focus of the role, together with the planning and delivery of office moves and site setups, printer and peripheral support, and hands-on desk-side support for office users where required. Together, these form the IT & Network Support Engineer scope of the role.
The role also performs Level 3 responsibilities, providing expert-level troubleshooting, escalation ownership, and technical depth across Rimes global operations. It serves as the senior technical escalation point between L1/L2 support and specialist resolver teams, ensuring complex incidents are resolved efficiently while maintaining a high standard of ticket quality, knowledge management, and service delivery. Rimes delivers its technology from its own datacenter and the Cloud, and this role helps keep both internal and external users supported within SLA.
**Responsibilities: Network & Connectivity (Meraki)
- Own, administer and maintain office LAN and Wi-Fi using the Meraki platform (switching, wireless, dashboard)
- Lead troubleshooting of connectivity issues (VLANs, DHCP, DNS, wireless) and isolate local vs. upstream causes
- Liaise with ISPs on local bandwidth, faults and circuit changes
- Escalate to Infrastructure & SRE with full diagnostics for deeper network or firewall issues
- Plan and implement office network improvements (e.g., VLAN design, Wi-Fi coverage and capacity, switch and access point refreshes)
**BAU – Escalation Handling
- Handle escalations from L1 and L2 as the senior technical escalation point
- User provisioning/de-provisioning and advanced access management (on/off-boarding, account amendments)
- Handle SFTP client connection issues and requests
Advanced Troubleshooting
- Expert-level troubleshooting across OS, M365, networking, and endpoint security
- Device/application installation & troubleshooting (O365 Enterprise, Teams, VPN/WARP, printing, A/V conferencing)
- Interpret logs, dashboards, and monitoring tools to isolate root causes