L1/L2 MSP Engineer (MID SHIFT and PERMANENT WFH)

SCALABLE OS CORP.; Metro Manila; Remote; PHP 1,146,000 - 1,911,000; Full time

Job summary

SCALABLE OS CORP. is seeking an L1 MSP Engineer to provide first-line technical support for multiple US-based clients from a remote setup. You will monitor, troubleshoot, document, and resolve day-to-day IT issues across end-user devices, Microsoft 365, accounts, and basic network connectivity.

The role emphasizes customer service, adherence to SOPs, and escalation to L2/L3 as needed, with potential after-hours shifts as required.

Qualifications

• 5+ years in IT Helpdesk or MSP support.
• Experience supporting US-based clients.
• Proficient with Windows and macOS.
• Knowledge of Microsoft 365 and AD/Entra ID.
• Experience with ticketing/PSA systems and SLAs.

Responsibilities

• Provide L1 technical support to multiple US client environments.
• Triage, troubleshoot, and resolve incidents via MSP ticketing system.
• Handle 10–15 tickets per day depending on volume.
• Troubleshoot Windows, macOS desktops, printers, and apps.
• Support Microsoft 365 (Outlook, Exchange Online, Teams, SharePoint).
• Assist with MFA, Entra ID/Azure AD, and password resets.
• Remote desktop support and guide users through steps.
• Monitor alerts from MSP tools and escalate when needed.
• Document steps and interactions in the ticketing system.
• Follow SOPs, SLAs, and client-specific processes.
• Escalate complex issues to L2/L3 teams.

Skills

Customer service

Troubleshooting

Communication skills

Independent work

Attention to detail

Time management

Tools

Microsoft 365

Azure AD

Entra ID

Active Directory

Ticketing system

Job description

SUMMARY

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

The ideal candidate has strong customer service and troubleshooting skills, follows IT support procedures consistently, and knows when to upscale issues to L2/L3 engineers.

JOB RESPONSIBILITIES

• 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 elevate 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.

QUALIFICATIONS

• 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.

JOB REQUIREMENTS

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

• Should be amenable to a permanent mid shift schedule.