L1 Service Desk/NOC

SCALABLE OS CORP.; Manila; Hybrid; PHP 240,000 - 360,000; Full time

Job summary

SCALABLE OS CORP. in Metro Manila is seeking a Service Desk L1/NOC specialist to deliver Tier 1 helpdesk support with proactive monitoring. You will triage incidents, respond to client calls, and escalate when necessary while working in a hybrid environment to support 24x7 service commitments.

The role requires strong communication skills, teamwork, and the ability to manage multiple tasks with attention to detail. Experience with common IT tools and platforms is preferred.

Qualifications

• High school diploma or 2+ years of relevant experience, or IT-related degree.
• Minimum 4 years of related experience; familiarity with key IT/Networking tools preferred.
• Certificates such as MCSA/CCNA/CompTIA are beneficial but not required.

Responsibilities

• Provide Tier 1 helpdesk and basic NOC monitoring support.
• Triages and resolves incidents; escalates when beyond scope.
• Respond to client calls, emails, and system alerts promptly.
• Log service tickets accurately and maintain documentation.
• Monitor alerts and perform routine maintenance during shifts.
• Communicate status and resolutions to clients and team.

Skills

Customer service

Verbal communication

Written communication

Problem solving

Time management

Teamwork

Education

High school diploma

Associate degree in IT

Tools

ADConnect

Hyper-V

RDS/RDP

VMware/VDI

Azure

Microsoft 365

Job description

ServiceDeskL1(NOC)

SUMMARY

The Rapid Resolution Specialist — L1/NOC is responsible for providing quality services and solutions to client customers while maintaining a high level of client satisfaction. This hybrid role combines first-level helpdesk support with proactive NOC monitoring responsibilities — answering client calls and service requests, triaging and resolving incidents, and monitoring infrastructure alerts generated through client's RMM platform and network monitoring tools. This role provides Tier 1 technical support, determines problem severity, escalates appropriately, and ensures client systems are proactively monitored and maintained. This role operates across extended hours including evenings, weekends, and holidays to support client’s 24x7 service delivery commitments.

JOBRESPONSIBILITIES

• MonitortheConnectWiseboardandrespondtoalertsgeneratedthroughcompany'sRMMtoolbyprovidingtechnicaltroubleshootingandremediation.
• Answerclientcalls,emails,systemalerts,andallcorrespondenceinanappropriateandtimelymanner.
• Accuratelyandappropriatelydeterminetheseverityoftheproblemorservicerequesttoestablishpriorities,andassignservicerequeststotheappropriateresource.
• Accuratelyandpromptlylogclientprobleminformationandcreateaserviceticketusingcompany-providedapplicationsandtechnology.
• ProvideTier1,first levelsupportresolutions;escalatetoappropriateresourceswhenresolutionis beyondscope.
• Providepromptcommunicationstoclients(internalandexternal)ondetailedstatusinformationandestimatedresolutiontimes.
• Proactivelymonitorandremediateeventlogsanddrivespaceonclientserversandworkstations.
• Provideremediationsandsupportformove/add/change/deletetypeofrequests.
• Troubleshootsystemsandapplicationstoidentifyproperresourcestoassignforresolution;verifyfunctionalityuponcompletion.
• MaintainclientdocumentationincludingbutnotlimitedtoAVandbackupconfiguration,clientcontactinformation,anddatabaserecords.
• Performvulnerabilityremediationtasksandotherproactivemaintenanceactivitiesduringperiodsofloweralertandticketvolume.
• Developandcontributetobestpractices,operationsprocedures,anddesigndocumentationtocreateefficiencies.
• Accuratelymaintainandcomplywithdocumentationandadministrativeproceduresinatimelymanner,includingticketupdatesandtimeentry.
• Attendrequiredcompanyanddepartmentmeetings.
• ActinaccordancewithcompanypoliciesandproceduresassetforthintheEmployeeHandbook.
• Performotherrelateddutiesasassigned.

QUALIFICATIONS

• Highschooldiplomaandtwoyearsofrelevantexperience,oranassociatedegreeinInformationTechnologyorarelatedfield;orequivalentcombinationofeducationandexperience.
• Minimum4yearsofpreviousrelatedexperiencerequired. Experiencewithseveralofthefollowingsystemspreferred:ADConnect,Hyper-V,RDS/RDP, VMware/VDI,RADIUS,Duo,Azure,Microsoft365,Intune,Autopilot,Teams,FSLogix,Citrix.
• MCSA(MicrosoftCertifiedSolutionsAssociate),CMNA,CCENT(CiscoCertifiedEntryNetworkingTechnician),CCA(CitrixCertifiedAdministrator),VCA,EMC-SA,BAIS,A+,Network+orSecurity+Preferred
• Solidunderstandingoftheadministrationofnetworkoperatingsystems,applications,andservicesfoundinaclientenvironment.
• ProficiencywithbusinesscollaborationtoolssuchasMSOfficeapplications,Outlook,andcompanyandclient-specificprograms.
• Solidcustomerserviceabilitiesincludingstrongverbalandwrittencommunicationskillswithbothtechnicalandnon-technicalclients.
• Commitmentandinitiative—seetasksthroughfromstarttofinish,self-starterwhoidentifiesandresolvesproblemsinatimelymannerandescalatesappropriatelywhenneeded.
• Excellentorganizationalandtimemanagementskills—abilitytoprioritizeandmanagemultipletaskssimultaneously,workwithindefinedtimelines,andadapttochangingpriorities.
• Demonstrateaccuracyandthoroughness;applyfeedbacktoimproveperformanceandmonitorownworktoensurequality.
• Flexibility—adapttochangesintheworkenvironmentandadjustapproachtobestfitthesituation.
• Teamwork—contributepositivelytoteamoutcomes,shareresponsibility,exhibitopennesstoothers’perspectives,andwelcomefeedback.
• Enthusiasticanddedicatedtothechallengeofhelpingclientsandcolleaguessolveproblems.
• Functioncollaborativelyaspartofafast-paced,client-orientedteamoperatingacrossextendedandnon-standardhours.

JOBREQUIREMENTS

• Shouldbewillingtoacceptalong-termwork-from-homearrangement.
• Shouldbeamenabletoworkingextended hoursshifts,includingevenings, weekends, andholidays,asrequiredbybusinessneeds.