# Security Operations Support Analyst

**Company:** [iSupport Worldwide](http://jobs.workable.com/companies/1aXDcgEyBCe8D926xEv7SH.md)
**Location:** Pasig, Philippines
**Workplace:** on site
**Employment type:** Full-time
**Department:** 1 - Sales

[Apply for this job](http://jobs.workable.com/view/b1c771b6-676a-41c9-91fb-2c8865afb4f3)

## Description

The Security Operations Support Analyst provides Tier 1 support for the organization, with a primary focus on proactive security monitoring and a secondary focus on end-user technical support. This hybrid role works closely with the IT team to monitor security alerts, identify potential threats, investigate security-related events, and escalate concerns as appropriate. In addition, the analyst provides frontline helpdesk support, assisting employees with technical issues and administrative requests. Approximately **50% of the role is dedicated to security monitoring and alert management, while 50% focuses on helpdesk support and basic troubleshooting**. This position is ideal for candidates looking to build foundational experience in both cybersecurity operations and IT support.

**What Will You Be Doing?**

-   Provide exceptional customer service at all times
-   Respond to incoming helpdesk calls, emails, and support requests
-   Manage support tickets within team and personal queues, ensuring timely updates and resolution
-   Clearly document issue descriptions, troubleshooting steps, security findings, and resolution details
-   Monitor systems, applications, and security tools using automated alerts, dashboards, and manual reviews
-   Proactively review and investigate security-related alerts, including phishing reports, suspicious login activity, and potential security incidents
-   Monitor and escalate alerts related to unauthorized access attempts, out-of-country login activity, and other security-related events
-   Identify, document, communicate, and escalate security and operational issues in accordance with established procedures
-   Perform basic Level 1 troubleshooting for hardware, software, access, connectivity, and user-support issues
-   Support users across both production and test environments
-   Fulfill administrative requests, including account creation, password resets, access changes, and user provisioning activities
-   Collaborate with senior IT and security personnel to investigate and resolve incidents
-   Perform other duties as assigned
-   Comply with all company policies, procedures, and security standards

## Requirements

**What Are We Looking For?**

-   Ability to communicate effectively in English, both written and verbal, including translating technical concepts for non-technical users
-   At least 12 months of experience in IT Support, Service Desk, Help Desk, Security Operations, Call Center or a related technical support environment
-   Strong customer service mindset and professional phone etiquette
-   Knowledge of Microsoft Windows, MacOS, and Microsoft Office applications
-   Knowledge of Microsoft Active Directory account administration and access management
-   Familiarity with IT security concepts, including phishing, account security, access controls, and suspicious login monitoring
-   Ability to review, investigate, and appropriately escalate security alerts and anomalies
-   Proficiency in troubleshooting connectivity issues involving corporate networks, internet access, and VPN connections
-   Experience working with elevated access rights in sensitive production environments
-   Strong verbal and written documentation skills
-   Ability to manage multiple priorities and switch between security monitoring and user support activities
-   Strong attention to detail and analytical thinking
-   Positive attitude, willingness to learn, and interest in developing cybersecurity skills

## Benefits

-   Free lunch meal, fruits, snacks, and drinks
-   Onsite gym with a free professional instructor
-   Weekly fitness activity and an annual fitness challenge where you can win up to 70,000 PHP
-   Weekly engagement activities with prizes that are up to 3,000 PHP
-   Free upskilling academy to improve your performance and skillset
-   State-of-the-art facilities from toilets to your workstation
-   Amenities such as sleeping quarters, game area, chat room, shower room