Junior Security Operations Analyst

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

We are looking for an IT Support & Security Operations Analyst to provide first-level technical support, monitor security alerts, manage user access requests, and support incident response activities. The role is responsible for help desk support, security alert monitoring, ticket management, user provisioning, Active Directory administration, phishing investigation, access control, and collaborating with IT and cybersecurity teams to maintain a secure and reliable technology environment.

You will provide the best service to our partner brands by performing these tasks:

• Provide exceptional customer service by responding to helpdesk calls, emails, and support requests.
• Manage and maintain support tickets, ensuring timely updates, accurate documentation, and resolution tracking.
• Document issue descriptions, troubleshooting activities, security findings, and resolution details within ticketing systems.
• Monitor systems, applications, and security monitoring platforms using dashboards, automated alerts, and manual reviews.
• Investigate and triage security alerts, including phishing reports, suspicious login activity, account security concerns, and potential security incidents.
• Monitor and escalate alerts related to unauthorised access attempts, out-of-country logins, and other security-related events.
• Identify, document, communicate, and escalate operational and security issues according to established procedures.
• Perform Level 1 technical support and troubleshooting for hardware, software, user access, connectivity, and system-related issues.
• Support users across production and testing environments.
• Process user administration requests including account creation, password resets, access modifications, and user provisioning activities.
• Assist with Active Directory account administration and access management functions.
• Collaborate with senior IT and cybersecurity teams to investigate, resolve, and document incidents.
• Ensure compliance with company policies, procedures, and security standards.
• Perform additional duties and special projects as assigned.

Who are we looking for?

• Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field is preferred; equivalent experience will be considered.
• Minimum 12 months of experience in IT Support, Help Desk, Service Desk, Security Operations, Technical Support, or Call Centre environments.
• Experience supporting end users within technology, managed services, BPO, shared services, or service desk operations.
• Basic understanding of cybersecurity concepts, including phishing, access control, account security, and incident escalation.
• Strong knowledge of troubleshooting fundamentals across hardware, software, user accounts, and connectivity issues.
• Familiarity with Microsoft Windows, macOS, and Microsoft Office applications.
• Experience with Active Directory account administration and user access management.
• Understanding of networking fundamentals, including VPN connectivity and basic network troubleshooting.
• Exposure to security monitoring tools, security platforms, SIEM solutions, or alert management systems is advantageous.
• Experience managing support tickets, documenting incidents, and following service management procedures.
• CompTIA A+ Certification is highly preferred.
• Strong verbal and written communication skills with the ability to document technical and security-related information clearly.
• Excellent customer service and stakeholder management skills.
• Strong attention to detail, organisational ability, and documentation discipline.
• Analytical thinker with strong problem-solving capabilities.
• Ability to manage multiple priorities and switch between tasks efficiently.
• Demonstrated curiosity and interest in cybersecurity, information security, and continuous learning.
• Coachable and adaptable with a willingness to learn new technologies and security concepts.

Company Perks:

• Above-industry salary package and incentives
• Comprehensive HMO benefits and life insurance from day 1
• Free learning and development courses for your personal and career growth
• Dynamic company events
• Opportunities for promotion
• Free meals and snacks