Sr. Technical Support Analyst

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 10-10-2025

Vacancies: 1 Vacancy

Job Summary

Sr. Technical Support Analyst

Req number:

R6359

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global technology services firm with over 8500 associates worldwide and a yearly revenue of $1 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients colleagues and communities. As a privately held company we have the freedom and focus to do what is rightwhatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a Sr. Technical Support Analyst to provide level 1-2 support for an international hotel and corporate office.

Job Description

We are looking for aSr. Technical Support Analystto providelevel 1 to 2 supportfor an international hotel. This position will befull-timeandremote.

What Youll Need

Required

Provide remote Level 1 & 2 Support for 40 hotel properties as well as supporting the corporate office.
Operate as a mentor and team lead to the other 2 Level 1 resources
Will serve as the liaison between Helpdesk and upper IT.
Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level
Contributes to a Knowledge Base
Microsoft 365 Admin Center experience
Managing users (creating/disabling/modifying/permissions/password resets/etc.)
Managing mailboxes & email distribution lists
Verifying Teams & SharePoint user access
Active Directory experience
Useful knowledge for the hybrid (integrated cloud & on-prem) setups
Familiar with MFA (multifactor authentication) enrollment/registration
Microsoft Authenticator
Duo Mobile
Extensive experience in a Helpdesk and/or Desktop Support role
Emphasis is on EUC (end-user computing)
Troubleshoot why users cannot:
Access to systems/applications
Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)
Web browsers (Microsoft Edge & Google Chrome)
Connect to network (LAN/WiFi/Public Hotspot while working remote)
Network print
Files (missing or permission-related)
Other common miscellaneous scenarios (such as connections to docking stations monitors keyboard/mouse sound etc.)
Troubleshooting physical computers (Windows 10/11 desktops/laptops) remote desktops & mobile devices (iOS & Android)
Basic knowledge of specialized Applications support (based on department/division)
Oracle Opera PMS (both Cloud & on-prem)
Hotel-branded apps (Marriott & Hilton)
Remote Apps (Great Plains Financial Reporter WinRetail)
Salesforce Vena Mimecast integrations/add-ins etc.
Extensive knowledge of ticketing systems & remote troubleshooting tools
Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)

Nice to haves:

Strong critical thinking skillset (leveraging all possible resources available) with focus on root cause analysis
Ability to understand priority & impact (in regards to tickets)
Excellent customer service skills (via the ticketing system Teams chats phone calls & training documents)
Be well organized (related to note taking and helping out the Helpdesk team)
Strong team player
Prior team management/supervision experience
Applications support knowledge knowing when to support and when to pass the issue over to the appropriate group

Physical Demands

Ability to safely and successfully perform the essential job functions
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employment selection process please direct your inquiries to or (888).

Required Experience:

Senior IC

Sr. Technical Support AnalystReq number:R6359Employment type:Full timeWorksite flexibility:RemoteWho we areCAI is a global technology services firm with over 8500 associates worldwide and a yearly revenue of $1 billion. We have over 40 years of excellence in uniting talent and technology to power th...

Sr. Technical Support Analyst

Req number:

R6359

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

Job Summary

We are looking for a Sr. Technical Support Analyst to provide level 1-2 support for an international hotel and corporate office.

Job Description

We are looking for aSr. Technical Support Analystto providelevel 1 to 2 supportfor an international hotel. This position will befull-timeandremote.

What Youll Need

Required

Provide remote Level 1 & 2 Support for 40 hotel properties as well as supporting the corporate office.
Operate as a mentor and team lead to the other 2 Level 1 resources
Will serve as the liaison between Helpdesk and upper IT.
Needs to take initiative and tailor escalations/assistance in a way where all potential troubleshooting steps were exhausted at the Helpdesk-level
Contributes to a Knowledge Base
Microsoft 365 Admin Center experience
Managing users (creating/disabling/modifying/permissions/password resets/etc.)
Managing mailboxes & email distribution lists
Verifying Teams & SharePoint user access
Active Directory experience
Useful knowledge for the hybrid (integrated cloud & on-prem) setups
Familiar with MFA (multifactor authentication) enrollment/registration
Microsoft Authenticator
Duo Mobile
Extensive experience in a Helpdesk and/or Desktop Support role
Emphasis is on EUC (end-user computing)
Troubleshoot why users cannot:
Access to systems/applications
Microsoft Office Suite (Word/Excel/PowerPoint/Outlook/Teams/OneDrive/etc.)
Web browsers (Microsoft Edge & Google Chrome)
Connect to network (LAN/WiFi/Public Hotspot while working remote)
Network print
Files (missing or permission-related)
Other common miscellaneous scenarios (such as connections to docking stations monitors keyboard/mouse sound etc.)
Troubleshooting physical computers (Windows 10/11 desktops/laptops) remote desktops & mobile devices (iOS & Android)
Basic knowledge of specialized Applications support (based on department/division)
Oracle Opera PMS (both Cloud & on-prem)
Hotel-branded apps (Marriott & Hilton)
Remote Apps (Great Plains Financial Reporter WinRetail)
Salesforce Vena Mimecast integrations/add-ins etc.
Extensive knowledge of ticketing systems & remote troubleshooting tools
Big plus for knowing ManageEngine products (ServiceDesk Plus & Endpoint Central)

Nice to haves:

Strong critical thinking skillset (leveraging all possible resources available) with focus on root cause analysis
Ability to understand priority & impact (in regards to tickets)
Excellent customer service skills (via the ticketing system Teams chats phone calls & training documents)
Be well organized (related to note taking and helping out the Helpdesk team)
Strong team player
Prior team management/supervision experience
Applications support knowledge knowing when to support and when to pass the issue over to the appropriate group

Physical Demands

Ability to safely and successfully perform the essential job functions
Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings etc.
Ability to conduct repetitive tasks on a computer utilizing a mouse keyboard and monitor

Reasonable accommodation statement

Required Experience:

Senior IC