L1 MSP Service Desk Analyst (AU, AEC, Remote)

ConnectOS; Mandaluyong; Remote; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Fully Remote Arrangement

Medical, Dental & Life Insurance from

Paid Vacation & Sick Leave

Annual appraisal & salary review

13th Month Pay

Job summary

ConnectOS is seeking a Service Desk Analyst to provide frontline L1/L2 support within an MSP environment. You will triage incidents, handle standard requests, and perform initial troubleshooting before escalation to senior teams.

This fully remote role requires clear communication in English and the ability to follow documented processes. You'll work with Microsoft 365, Veeam backup, HaloPSA/HaloITSM, and various RMM tools, supporting Windows and end-user environments.

Qualifications

• L1/L2 service desk experience in MSP (mandatory).
• Experience with MSP environments (mandatory).
• Proficient with RMM tools for monitoring and remote support (mandatory).
• Hands-on backup and disaster recovery experience (e.g., Veeam) (mandatory).
• Strong Microsoft 365 / Office 365 knowledge (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with ITSM/PSA platforms such as HaloPSA/HaloITSM.
• ITIL Foundation certification or equivalent knowledge.
• Exposure to security or vulnerability management tools.
• Experience supporting Windows and end-user environments.
• Strong customer-facing and communication skills in English.

Responsibilities

• Triage incoming incidents and service requests.
• Fulfil standard L1 service requests and repeatable operational tasks.
• Provide initial L1+ level troubleshooting.
• Gather clear, structured information before escalating to senior teams.
• Follow documented processes, knowledge articles, and runbooks.
• Maintain accurate ticket notes and time recording.
• Work closely with onshore teams to ensure smooth handover and continuity.
• Incident triage and L1 support.
• Handle standard MSP service requests.
• Initial fault isolation and diagnostics.
• Escalation support.

Skills

L1/L2 service desk

MSP environment

RMM tools

Veeam backup

Microsoft 365

HaloPSA/HaloITSM

ITIL Foundation

security tools

Autodesk AEC support

customer-facing

English communication

Windows end-user support

Tools

HaloPSA/HaloITSM

Veeam Backup

Job description

Schedule: Monday to Friday (12mn to 9am PHT)

Work from Home

Role Overview

This role provides frontline service desk support within an MSP environment. The Service Desk Analyst is responsible for triage, standard service requests, and repeatable tasks, along with initial troubleshooting and information gathering before escalation for Incidents.

What will you do?

• Triage incoming incidents and service requests
• Fulfil standard L1 service requests and repeatable operational tasks
• Provide initial L1+ level troubleshooting
• Gather clear, structured information before escalating to senior teams
• Follow documented processes, knowledge articles, and runbooks
• Maintain accurate ticket notes and time recording
• Work closely with onshore teams to ensure smooth handover and continuity
• Incident triage
• L1 support
• Standard MSP service requests
• Initial fault isolation and diagnostics
• Escalation support

What are we looking for?

• Proven L1 or L2 service desk experience (Mandatory)
• Experience working in a Managed Service Provider (MSP) environment (Mandatory)
• Proficiency with RMM (Remote Monitoring & Management) tools for monitoring, patching, and remote support (Mandatory)
• Hands-on experience with backup and disaster recovery solutions (e.g., Veeam Backup) (Mandatory)
• Strong working knowledge of Microsoft 365 / Office 365 (Outlook, Teams, SharePoint, OneDrive, admin features)
• Familiarity with ITSM / PSA platforms such as Halo (HaloPSA / HaloITSM) for ticketing and service management
• Understanding of ITIL framework with ITIL Foundation certification or equivalent knowledge
• Exposure to security or vulnerability management tools (e.g., Huntr / similar platforms)
• Experience supporting or managing Autodesk software for Architecture, Engineering & Construction (AEC) customers (Preferred)
• Strong customer-facing skills, handling both inbound support requests and outbound client communications
• Ability to provide clear technical support to non-technical users
• Strong documentation, ticket management, and SLA adherence skills
• Collaborative mindset with the ability to work across technical and customer service teams
• Experience supporting Windows, Microsoft 365, and end-user environments
• Strong troubleshooting fundamentals
• Ability to follow structured processes and workflows
• Clear written and verbal communication (English)

Join the awesome team and enjoy these benefits & perks:

• Fully Remote Arrangement
• Medical, Dental Coverage and Life insurance from day 1 of employment
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion)
• Competitive salary package and annual appraisal
• Financial Assistance Program
• Mandatory Government Benefits and 13th Month Pay
• Complimentary Sleeping Quarters, Coffee at no cost
• Complimentary Office Fitness and Wellness Facilities at no cost
• Regular Company Events, Work Life Balance, and Career growth opportunities
• Accessible location at the heart of Metro Manila --- the Mega Tower, EDSA

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice.

#ConnectOSCareers #JoinConnectOS #ConnectOSTech

Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of factors such as age', race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.