L1/L2 MSP Help Desk Technician (w/Kaseya)

IT by Design Philippines Inc.

Taguig

On-site

PHP 446,000 - 725,000

Full time

3 days ago

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Benefits offered by this job

HMO coverage Day 1 + 1 free dependent

Life Insurance

Night Shift Differential

13th Month Pay

Performance Bonus

Free Meals/Snacks

Work-from-office allowance

Career development opportunities

Job summary

IT By Design Philippines Inc. is seeking a customer-focused L1/L2 MSP Help Desk Technician to support a dedicated MSP client onsite at BGC, Taguig.

You’ll handle technical support, ticket management, troubleshooting, documentation, and client communication as an extension of the service delivery team. Requirements include 2–5+ years in MSP or IT service desk, strong L1/L2 troubleshooting, and hands-on experience with Autotask PSA, Kaseya VSA/VSAX, and IT Glue.

Qualifications

2–5+ years in MSP or IT service desk.
Strong L1/L2 troubleshooting skills.
Hands-on with Autotask PSA, Kaseya VSA/VSAX and IT Glue preferred.
Solid Windows 10/11 and Microsoft 365 knowledge.
Experience with Entra ID, MFA, Teams, Exchange Online, VPN, DNS/DHCP, endpoint troubleshooting.
Excellent English, written and spoken.

Responsibilities

Provide L1/L2 support via phone, email, and remote tools.
Troubleshoot Windows, Microsoft 365, networking, VPN, endpoints, user accounts.
Manage tickets, time entries, SLAs, escalations, and documentation.
Support Microsoft 365, Teams, Exchange Online, SharePoint, OneDrive, Entra ID.
Maintain client docs and knowledge base in IT Glue.
Communicate professionally with technical and non-technical users.
Own issues through to resolution with timely updates.

Skills

MSP experience

L1/L2 support

Windows 10/11

Microsoft 365

IT Glue

Autotask PSA

Kaseya VSA

Entra ID MFA

Tools

Autotask PSA

Kaseya VSAX

IT Glue

Job description

L1/L2 MSP Help Desk Technician

Location: BGC, Taguig | Work Setup: Onsite | Shift: Night Shift aligned with EST hours |
Employment Type: Full-Time

About the Role

IT By Design is looking for a customer-focused L1/L2 MSP Help Desk Technician to support a dedicated MSP client. You’ll handle technical support, ticket management, troubleshooting, documentation, and customer communication while working as an extension of the client’s service delivery team.

Key Responsibilities

Provide L1/L2 technical support via phone, email, and remote tools.
Troubleshoot Windows, Microsoft 365, networking, VPN, endpoints, and user accounts.
Manage tickets, time entries, SLAs, escalations, and documentation.
Support Microsoft 365, Teams, Exchange Online, SharePoint, OneDrive, and Entra ID.
Maintain client documentation and knowledge base articles in IT Glue.
Communicate professionally with technical and non-technical users.
Take ownership of issues through resolution and provide timely customer updates.

Requirements

2–5+ years of MSP or IT Service Desk experience.
Strong L1/L2 troubleshooting skills.
Hands‑on experience with Autotask PSA, Kaseya VSA/VSAX, and IT Glue is highly preferred.
Strong knowledge of Windows 10/11 and Microsoft 365.
Experience with Entra ID, MFA, Teams, Exchange Online, VPN, DNS/DHCP, and endpoint troubleshooting.
Excellent spoken and written English.
Strong customer service, communication, and problem‑solving skills.
Ability to work in an SLA‑driven MSP environment.
Willing to work onsite in BGC, Taguig, on a night shift aligned with EST hours.