IT Support Technician

RemoteVA; Metro Manila; On-site; PHP 2,821,000 - 4,075,000; Full time

Job summary

RemoteVA is seeking an IT Support Technician (Remote) to be the first point of contact for client end users, delivering technical support in a fast-paced MSP setting.

You will troubleshoot Windows, Microsoft 365, Azure, and networking, manage tickets via ConnectWise PSA, and perform remote monitoring with RMM tools. Strong English communication and a North American MSP background are required.

Qualifications

• Experience in a North American MSP environment.
• 2+ years of IT Help Desk or IT Support experience.
• Proficient with Windows 10/11, Microsoft 365, Azure, Windows Server.
• Experience in a ticket-based support environment.

Responsibilities

• Provide first-level technical support via phone, email, and remote access.
• Troubleshoot Windows, Microsoft 365, Azure, and networking issues.
• Manage and prioritize tickets through ConnectWise PSA.
• Perform remote device monitoring and maintenance using ConnectWise RMM.
• Administer Microsoft 365 accounts: user creation, licensing, password resets, and permissions.
• Assist with Microsoft Azure administration and user management.
• Troubleshoot printers, VPNs, connectivity, and hardware/software issues.
• Monitor backups and endpoint security; maintain system health.
• Escalate complex issues to senior engineers when needed.
• Document troubleshooting steps and ticket notes; meet SLA requirements.

Skills

English communication

Multi-tasking

Troubleshooting

Tools

ConnectWise PSA

ConnectWise RMM

Auvik

Nerdio

Azure

Microsoft 365

Veeam

SentinelOne

Huntress

BlackPoint Cyber

Windows Server

Job description

Job Title: IT Support Technician (Remote)

9:00 AM - 5:00 PM EST

Schedule

Monday-Friday | 9:00 AM - 5:00 PM EST

Location

Remote

Job Description

We are looking for a skilled Remote IT Support Technician to join our Managed Service Provider (MSP) service desk team. In this role, you will be the first point of contact for client end users, providing technical support and resolving day-to-day IT issues in a fast-paced, ticket-driven environment.

The ideal candidate has previous experience working for a North American MSP, excellent troubleshooting skills, and hands-on experience supporting Microsoft environments, networking, and remote management tools.

Responsibilities

• Provide first-level technical support via phone, email, and remote access.
• Troubleshoot and resolve Windows, Microsoft 365, Azure, and networking issues.
• Manage and prioritize support tickets through ConnectWise PSA.
• Perform remote device monitoring and maintenance using ConnectWise RMM.
• Administer Microsoft 365 accounts, including user creation, licensing, password resets, and permissions.
• Assist with Microsoft Azure administration and user management.
• Troubleshoot printers, VPNs, internet connectivity, and hardware/software issues.
• Monitor backups, endpoint security, and system health.
• Escalate complex issues to senior engineers when necessary.
• Document troubleshooting steps and maintain accurate ticket notes.
• Deliver excellent customer service while meeting SLA requirements.

Requirements

Previous experience working for a North American Managed Service Provider (MSP) is required.

2+ years of IT Help Desk or IT Support experience.

Strong knowledge of:

• Windows 10 & Windows 11
• Microsoft 365 Administration
• Microsoft Azure
• Windows Server
• Networking (DNS, DHCP, TCP/IP, VPN)
  

Experience working in a ticket-based support environment.

Excellent troubleshooting and problem-solving skills.

Strong verbal and written English communication skills.

Ability to manage multiple support requests simultaneously.

Reliable internet connection and dedicated remote workspace.

Required Software Experience

• ConnectWise PSA
• ConnectWise RMM
• Auvik
• Nerdio
• Microsoft Azure
• Microsoft 365
• Veeam
• SentinelOne
• Huntress
• BlackPoint Cyber
• Windows Server