Infrastructure Office 365 Support Analyst

The Organisation

Plan International is an independent development and humanitarian organisation that advances children’s rights and equality for girls. We believe in the power and potential of every child but know this is often suppressed by poverty, violence, exclusion and discrimination. And it is girls who are most affected.

Working together with children, young people, supporters and partners, we strive for a just world, tackling the root causes of the challenges girls and vulnerable children face. We support children’s rights from birth until they reach adulthood and we enable children to prepare for and respond to crises and adversity. We drive changes in practice and policy at local, national and global levels using our reach, experience and knowledge.

For over 85 years, we have rallied other determined optimists to transform the lives of all children in more than 80 countries.

We won’t stop until we are all equal.

Role Purpose

The Infrastructure Office 365 Support Analyst provides second-line technical support, administration, and troubleshooting for Plan International’s Microsoft 365 environment and global IT infrastructure. Acting as the escalation point for first-line support, the role resolves complex incidents and service requests across Microsoft 365, identity management, endpoint management, and cloud services, working closely with infrastructure, security, networking, and business teams to maintain a stable, secure, and efficient IT environment for over 9,500 staff across 80+ countries.

Operating within the ICT Policy and Headquarters Service Management framework, the role provides 2nd and 3rd line technical support to all Plan offices globally, keeping critical infrastructure and applications operational. The role also coordinates multi-vendor technical escalations where independent third-party providers must work in concert to resolve a single problem — requiring strong vendor management and cross-functional coordination skills. Continuity of these services including Exchange Online, ChildData, and Finance systems, is business-critical; any disruption directly impacts all Plan communications and programme operations globally, up to and including senior leadership. To ensure that all central ICT services (such as E-Mail, Office 365 and ChildData) are operational globally. If central ICT services are not available all Plan communications and sponsorship processes globally would be severely impacted.

This post supports Plan’s strategy and mission by providing support for Global IT services (such as Office 365, ChildData and Finance systems) for over 9,500 staff in over 70 countries. If these services are not available to the Staff, they will not be able to do their job. Furthermore, Global IT services are used by all key strategic positions including the CEO and all Regional/Country/National/GH Directors.

Dimensions of the Role

• Accountable for addressing any ICT problem that occurs during duty and off-duty at either the global virtual and physical datacentre or from a single country or National Office that requests support.
• High levels of initiative, analysis and decision making required. Skills in recent technology in virtualisation, software-as-a-service, network optimisation, and information security are required for the role for successful problem-solving efforts.
• Problems are all technical with operational impacts (e.g., no E-Mail, phishing attacks, malware exposures, and disaster response support.

Accountabilities

Microsoft 365 Administration & Support

• Provide second line technical support for Microsoft 365 services including:
• Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, Entra ID (Azure AD), Intune / Endpoint management and Microsoft Defender.
• Administer user accounts, licensing, permissions, shared mailboxes, and distribution groups.
• Support hybrid identity environments and synchronisation technologies such as Azure AD Connect.
• Manage mailbox migrations, email troubleshooting, mail flow, and security policies.
• Support Microsoft Teams collaboration, telephony, and conferencing solutions.

Incident & Problem Management

• Act as an escalation point for first line support teams.
• Investigate and resolve technical incidents within agreed SLAs.
• Perform root cause analysis for recurring issues.
• Escalate unresolved issues to third line support or vendors where required.
• Maintain accurate ticket updates and technical documentation.

Endpoint & Device Management

• Support Windows 10/11 desktop environments.
• Manage devices using Microsoft Intune and Autopilot.
• Deploy applications, configuration profiles, compliance policies, and security baselines.
• Assist with endpoint security and patch management activities.

Security & Compliance

• Support Microsoft 365 security and compliance solutions.
• Assist with Conditional Access policies, MFA, and identity security controls.
• Monitor and respond to security alerts and incidents.
• Ensure adherence to IT security policies and best practices.

Operational Support

• Participate in maintenance activities, upgrades, and service improvements.
• Create and maintain technical documentation and support procedures.
• Assist with onboarding and offboarding processes.
• Support IT projects and cloud transformation initiatives where required.
• Management of day-to-day Operational BAU
• Support of Plan systems and Technologies.
• Supporting the SOC and remediation.
• Monitor and maintain virtual and physical systems using management tools, applying analytical skills to diagnose complex and technical error conditions.
• Perform essential maintenance and troubleshooting for the global datacentre, and advise CO/PU ICT teams on local ICT maintenance requirements.
• Coordinate and manage multiple third-party vendor engagements where independent providers with specialist technology expertise must work in concert to resolve incidents affecting a single problem or service.
• Ensures that Plan International’s global policies for Safeguarding Children and Young People and Gender Equality and Inclusion are fully embedded in accordance with the principles and requirements of the policy including relevant Implementation Standards and Guidelines as applicable to their area of responsibility. This includes, but is not limited to, ensuring staff and associates are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of work, and that concerns are reported and managed in accordance with the appropriate procedures

Technical expertise, skills and knowledge required

Essential

• Virtualisation technologies (Azure and Azure CLI scripting)
• Experience supporting Microsoft 365 environments in a second line support role
• Microsoft technologies (Microsoft 365 apps, AD, Forefront, Teams, SharePoint, BI, etc)
• Okta SSO, MFA, provisioning technologies
• Mimecast and Email security technologies
• TrendMicro Apex One, OfficeScan technologies
• Cisco technologies (Meraki, LAN, WAN, VPN)
• Best practice service delivery and helpdesk methodologies
• PowerShell and AI scripting skills
• Strong troubleshooting and analytical skills
• Excellent communication and customer service skills.
• The role holder should hold a minimum of a degree in an analytical discipline.
• The role holder should hold industry qualifications such as ITIL, Microsoft Certification or similar. Microsoft 365 Administrator and Azure administration is preferred.
• The role holder should have an experience in any international enterprise ICT services.
• The role is focused on global technology management and on global IT service management, which is a process-focussed discipline for managing IT systems in accordance with industry best practices to ensure IT services are aligned with business requirements, and deliver expected levels of quality within predicted levels of cost.

Skills

• Technical skills to support the above
• Strong analytical and problems solving skills
• Effective communication skills including requirement gathering
• Excellent customer focus skills
• ITIL Framework
• Powershell Scripting, AI experience preferred.

Behaviours

• Ability to manage conflicting workloads and assign priorities based on business need. Strong customer mindset.
• Expected to share knowledge and coach local IT staff. Detailed orientate with good documentation skills
• Self-awareness and resilience is essential as is the ability to diffuse tense situations and manage workspace frustrations. Calm under pressure.
• Strong team working ethic enabling to work closely with teams spread across multiple countries, and time zones.
• Team Player with a proactive approach to problem solving.

Location: The location for this role is the Philippines. Applicants need to have the pre-existing right to work and live in the Philippines.

Type of Role: Permanent or maximum fixed term contract as per employing office’s standard terms and conditions.

Reports to: Head of IT Operations

Closing Date: Friday 12 August 2026 at 23:59 PM UK time

Equality, diversity and inclusion is at the very heart of everything that Plan International stands for.

We want Plan International to reflect the diversity of the communities we work with, offering equal opportunities to everyone regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.

Plan International is based on a culture of inclusivity and we strive to create a workplace environment that ensures every team, in every office, in every country, is rich in diverse people, thoughts, and ideas.

We foster an organisational culture that embraces our commitment to racial justice, gender equality, girls’ rights and inclusion.

Plan International believes that in a world where children face so many threats of harm, it is our duty to ensure that we, as an organisation, do everything we can to keep children safe. This means that we have particular responsibilities to children that we come into contact with and we must not contribute in any way to harming or placing children at risk.

A range of pre-employment checks will be undertaken in conformity with Plan International's Safeguarding Children and Young People policy. Plan International also participates in the Inter Agency Misconduct Disclosure Scheme. In line with this scheme we will request information from applicants previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms their understanding of these recruitment procedures.

Please note that Plan International will never send unsolicited emails requesting payment from candidates.