Analyst, Enterprise Service Desk (FS)

ScalableOS; Makati; A distancia; PHP 420.000 - 640.000; Jornada completa

Descripción de la vacante

ScalableOS, a Philippines-based MSP provider, seeks an L1 MSP Engineer to deliver first-line IT support for US-based clients. You will monitor, troubleshoot, and resolve issues across Windows, Microsoft 365, and basic networking in a fast-paced MSP environment.

The role emphasizes strong customer service, adherence to SOPs, and collaboration with L2/L3 engineers, with shifts that include US business hours and after-hours coverage. Remote work is required.

Formación

• 5+ years of experience in IT Helpdesk, Service Desk, Desktop Support, Technical Support, or MSP support.
• Experience supporting US-based clients or users is highly preferred.
• Strong troubleshooting skills across Windows, Microsoft 365, endpoints, and basic networking.
• Working knowledge of Microsoft 365 and Active Directory/Entra ID.
• Basic understanding of networking concepts such as DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Experience working with a ticketing/PSA system and meeting ticket SLAs.
• Ability to prioritize incidents based on urgency, impact, and client requirements.
• Strong written and verbal communication skills.
• Customer-service-oriented mindset.
• Ability to work independently while knowing when and how to elevate technical issues.

Responsabilidades

• Provide L1 technical support to users across multiple US-based client environments.
• Receive, triage, troubleshoot, and resolve incidents and service requests through the MSP ticketing system.
• Handle approximately 10–15 tickets per day, depending on client volume and priority.
• Troubleshoot Windows and macOS desktops, laptops, peripherals, printers, and common business applications.
• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and basic administration.
• Assist with user account and access issues, including password resets, MFA, account lockouts, and basic Microsoft Entra ID/Azure AD troubleshooting.
• Troubleshoot common email issues such as delivery failures, mailbox configuration, Outlook connectivity, and spam-related problems.
• Perform basic network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity issues.
• Understand and troubleshoot basic email DNS records, including MX, SPF, DKIM, and DMARC.
• Provide basic support for security tools such as MFA, endpoint protection, antivirus, and web filtering.
• Perform remote desktop support and guide users through technical troubleshooting.
• Monitor alerts and notifications from MSP monitoring and management tools and take appropriate action.
• Document troubleshooting steps, resolution details, and user interactions accurately in the ticketing system.
• Follow established SOPs, escalation procedures, SLAs, and client-specific processes.
• Identify recurring incidents and escalated potential underlying issues to L2/L3 engineers.
• Escalate complex technical issues to the appropriate L2/L3, Network, Systems, Security, or Vendor teams.
• Maintain a professional and customer-focused approach when supporting end users.
• Participate in scheduled shifts, including US business hours or after-hours coverage as required.

Conocimientos

Windows

Microsoft 365

AD Entra ID

Networking basics

Ticketing systems

Customer service

Communication

Herramientas

Ticketing/PSA system

Remote desktop tools

Descripción del empleo

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

We are seekingan L1 MSP Engineer to provide first-line technical support to multiple US-basedclients in a Managed Services Provider (MSP) environment. The role isresponsible for monitoring, troubleshooting, documenting, and resolvingday-to-day IT issues across end-user devices, Microsoft 365, applications,accounts, and basic network connectivity.

The idealcandidate has strong customer service and troubleshooting skills, follows ITsupport procedures consistently, and knows when to escape issues to L2/L3engineers.

JOBRESPONSIBILITIES

Provide L1 technical support tousers across multiple US-based client environments.

Receive, triage, troubleshoot,and resolve incidents and service requests through the MSP ticketing system.

Handle approximately 10–15tickets per day, depending on client volume and priority.

Troubleshoot Windows and macOSdesktops, laptops, peripherals, printers, and common business applications.

Support Microsoft 365,including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and basicadministration.

Assist with user account andaccess issues, including password resets, MFA, account lockouts, and basicMicrosoft Entra ID/Azure AD troubleshooting.

Troubleshoot common emailissues such as delivery failures, mailbox configuration, Outlook connectivity,and spam-related problems.

Perform basic networktroubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivityissues.

Understand and troubleshootbasic email DNS records, including MX, SPF, DKIM, and DMARC.

Provide basic support forsecurity tools such as MFA, endpoint protection, antivirus, and web filtering.

Perform remote desktop supportand guide users through technical troubleshooting.

Monitor alerts andnotifications from MSP monitoring and management tools and take appropriateaction.

Document troubleshooting steps,resolution details, and user interactions accurately in the ticketing system.

Follow established SOPs,escalation procedures, SLAs, and client-specific processes.

Identify recurring incidentsand escalated potential underlying issues to L2/L3 engineers.

Escalate complex technicalissues to the appropriate L2/L3, Network, Systems, Security, or Vendor teams.

Maintain a professional andcustomer-focused approach when supporting end users.

Participate in scheduledshifts, including US business hours or after-hours coverage as required.

QUALIFICATIONS

5+ years of experience in ITHelpdesk, Service Desk, Desktop Support, Technical Support, or MSP support.

Experience supporting US-basedclients or users is highly preferred.

Strong troubleshooting skillsacross Windows, Microsoft 365, endpoints, and basic networking.

Working knowledge of Microsoft365 and Active Directory/Entra ID.

Basic understanding ofnetworking concepts such as DNS, DHCP, TCP/IP, VPN, and Wi-Fi.

Experience working with aticketing/PSA system and meeting ticket SLAs.

Ability to prioritize incidentsbased on urgency, impact, and client requirements.

Strong written and verbalcommunication skills.

Customer-service-orientedmindset.

Ability to work independentlywhile knowing when and how to elevate technical issues.

JOB REQUIREMENTS

Should be willing to accept a long-term work-from-home arrangement.

Should be amenable to a permanent night shift schedule.