Hybrid Helpdesk Engineer — Remote IT Support Pro

SCALABLE OS CORP.; Philippines; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Service Desk Engineer II to join our hybrid team delivering responsive Level 2 end-user support across workstations, servers, printers, networks, and vendor hardware/software. You will maintain high standards of client communication and ensure SLA adherence.

You will work both remotely and on-site as required, supporting service requests, logging incidents, and coordinating with engineering and dispatch to drive issues to resolution.

Qualifications

• Minimum of 5 years' experience within relevant IT field.
• Bachelor's degree in computer science, information sciences, or a related field preferred.
• Knowledge of Microsoft Office applications and Windows operating systems.
• Understanding of Active Directory, Group Policy, and advanced network concepts.
• Ability to compile, organize, and analyze complex data.
• Excellent oral and written communication skills.
• Excellent organizational and analytical skills; ability to multi-task and meet deadlines.
• Meticulous; able to follow and implement company procedures and policies.
• Calm under pressure and able to manage stress gracefully.
• Willing to submit to a background check.

Responsibilities

• Provide remote support; escalate to engineers when needed.
• Log, document, and track incidents in ConnectWise Manage.
• Track and record 8 hours daily in ConnectWise Manage for billing.
• Monitor and hit weekly KPIs.
• Explain work details to end users and ensure satisfaction.
• Provide phone and remote support from office or home office with approval.
• Assist Professional Services team as assigned.
• Take ownership of tickets and escalate to higher levels when required.
• Diagnose and resolve issues remotely over the phone.
• Respond promptly per SLA for all tickets.
• Interact with third party vendors and ISPs.
• Occasionally assist with level 1 items when engineering is available.
• Complete End of Day Reports and update management.

Skills

Communication

Time management

Analytical thinking

Stress management

Attention to detail

Multi-tasking

Education

Bachelor's degree in CS or related field

Tools

ConnectWise Manage

Remote Desktop Services

Job description

SCALABLE OS CORP. is seeking a Service Desk Engineer II to join our hybrid team delivering responsive Level 2 end-user support across workstations, servers, printers, networks, and vendor hardware/software. You will maintain high standards of client communication and ensure SLA adherence.

You will work both remotely and on-site as required, supporting service requests, logging incidents, and coordinating with engineering and dispatch to drive issues to resolution.