L1 Remote Support Engineer

Evernet Systems Private Limited; Batam; Remote; IDR 89,280,000 - 133,920,000; Full time

Benefits offered by this job

Equipment provided

On-call allowance

Training and certification support

Career path to L2/NOC

Job summary

Evernet Systems Private Limited is seeking a proactive L1 IT support specialist to work remotely from Indonesia, the Philippines, or Malaysia. You will triage, respond to LogicMonitor/NinjaOne alerts, and fix routine issues while keeping clients updated.

The role reports to the Service Delivery Manager and participates in ongoing process improvements. Requirements include 1+ year in IT support, a IT-related degree or equivalent, and strong English communication.

Qualifications

• At least one year in IT support or helpdesk work, ideally in MSP or systems integrator.
• Diploma or degree in IT, computer science or a related field, or equivalent experience.
• Clear spoken and written English, for explaining issues to non-technical users.

Responsibilities

• Handle L1 tickets and triage per SOPs, resolving 8–10 active tickets daily.
• Provide first response to monitoring alerts; investigate and fix routine issues remotely.
• Escalate to L2 or NOC when beyond L1 scope; document steps clearly in HaloPSA.

Skills

Microsoft 365

Entra ID

Intune

Windows troubleshooting

Networking basics

PSA or ticketing system

RMM tools

Education

Diploma or degree in IT or related field

Tools

HaloPSA

NinjaOne

LogicMonitor

Pax8

Job description

You are the first line of support for Evernet's clients. You pick up incoming tickets, fix what can be fixed remotely, give the first response to monitoring alerts, and elevate the rest to L2 or the NOC with notes the next engineer can work from. You keep clients updated, record every step in HaloPSA, and help the team meet our service levels. You work fully remote from Indonesia, the Philippines or Malaysia, within the scope, SOPs and security procedures Evernet sets, and you report to the Service Delivery Manager. The role stops at changes outside L1 scope, which go to L2 or the Tech Lead, and at client commercial questions, which go to the Service Delivery Manager.

Tickets and triage

• Work tickets from the L1 Remote queue, mainly P3 and P4 issues that can be fixed remotely, and aim to resolve them on first contact
• Check the category, priority and service level on each ticket, and triage manually under our SOPs when automated triage is unavailable
• Manage your own queue, normally 8 to 10 active tickets. Split tickets that hold several issues, and let no ticket go stale
• Keep clients updated at every stage, and chase them when a ticket is waiting on them

Microsoft 365, Entra ID and Intune

• Microsoft 365: user and licence administration, Exchange Online mailboxes, Teams, OneDrive and SharePoint
• Entra ID and Intune: users, groups, MFA, device enrolment and compliance
• Endpoints: strong Windows troubleshooting, working knowledge of macOS and printers
• Networking basics: DNS, DHCP, Wi-Fi and VPN
• Tools: a PSA or ticketing system, and RMM or remote-access tools

Monitoring and first response

• Give the first response to LogicMonitor and NinjaOne alerts: acknowledge, investigate, fix routine issues such as disk space, services, patching and offline agents, or
• Run scheduled checks on backup jobs, patch compliance and device health, and record the results

Escalation

• Escalate to L2 or the NOC when an issue is beyond L1 scope, or after about 30 minutes without progress
• Write clear escalation notes: symptoms, impact, what you checked, what you tried and what happened
• Raise risks, possible security incidents and service-level breaches with the Service Delivery Manager straight away

Documentation

• Record troubleshooting steps and the resolution in HaloPSA in enough detail to pass our ticket review
• Keep client documentation current in HaloPSA and SharePoint
• Follow SOPs, work instructions and security procedures at all times

Team

• Join the daily remote stand-up and work to the schedule the Service Delivery Manager sets
• Log time on every ticket, and submit timesheets on time
• Help with project tasks from time to time, such as workstation builds, software roll-outs and Microsoft 365 migrations
• Suggest improvements to SOPs and automation

Skills (required)

• Microsoft 365: user and licence administration, Exchange Online mailboxes, Teams, OneDrive and SharePoint
• Entra ID and Intune: users, groups, MFA, device enrolment and compliance
• Endpoints: strong Windows troubleshooting, working knowledge of macOS and printers
• Networking basics: DNS, DHCP, Wi-Fi and VPN
• Tools: a PSA or ticketing system, and RMM or remote-access tools

Skills (preferred)

• MSP tools such as HaloPSA, NinjaOne, LogicMonitor and Pax8
• Security tools such as Huntress, CrowdStrike or Avanan
• Exposure to Fortinet FortiGate or Cisco Meraki
• Veeam backup
• Using AI tools such as Copilot to work faster

Behaviours

• Clear spoken and written English, because you explain issues to non-technical users by phone and chat, and write the ticket notes other engineers work from

The behaviours below are pass or fail:

• You write it down. Every step and the fix go on the HaloPSA ticket. If only you know it, it is not done.
• You escape early. Staying stuck in silence is a fail.
• You keep the client updated. No ticket goes quiet.
• You verify before you reset. You never reset a password or MFA without verifying the user first.
• You keep to the access controls. You never switch off MFA or share credentials to make a job easier.

Certifications

Required: none. We judge your skills by what you have done and by a practical test at interview.

Preferred:

• Microsoft 365 Fundamentals (MS-900), Endpoint Administrator (MD-102), Microsoft 365 Administrator (MS-102) or Identity and Access Administrator (SC-300)
• ITIL 4 Foundation
• CompTIA A+ or Network+

Experience and education

• At least one year in IT support or helpdesk work, ideally at an MSP or systems integrator
• A diploma or degree in IT, computer science or a related field, or equivalent experience

Working conditions

• Location: fully remote, from Indonesia, the Philippines or Malaysia.
• Working hours: weekdays 09:00–18:00 SGT (UTC+8). On-call cover outside these hours, when needed, is paid with an allowance.
• Equipment: Evernet provides the equipment for the role. You need a stable high-speed internet connection and a quiet workspace.

Pay and benefits

• An on-call allowance when you cover outside working hours
• 14 public holidays a year
• Equipment provided
• Training and certification support, and a career path to L2 or the NOC