Security Operations Support Analyst

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

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

• 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