L2 Helpdesk Engineer

ScalableOS; Makati; Remoto; PHP 300.000 - 600.000; Tempo pieno

Vantaggi offerti da questo lavoro

Work from home

Descrizione del lavoro

ScalableOS is seeking a highly customer-focused IT Help Desk Technician with MSP experience to join our technical support team. You will handle 10–15 tickets daily, providing timely Windows-based and Microsoft 365 assistance to multiple clients.

The ideal candidate excels in a fast-paced MSP environment, with strong problem-solving, communication, and documentation skills, and a customer-first approach to support requests.

Competenze

• Strong front-line MSP help desk experience.
• Proven experience handling a high volume of technical support tickets.
• Comfortable consistently closing approximately 10–15 tickets per day.
• Strong Windows desktop and end-user troubleshooting skills.
• Good hands-on experience with Microsoft 365, particularly Exchange Online, Outlook, MFA, Email troubleshooting.
• Good understanding of email delivery and email authentication troubleshooting.
• Working knowledge of DNS, including MX, SPF, DKIM, and DMARC.
• Good basic network troubleshooting skills.
• Strong written and verbal communication skills.
• Excellent customer service and client-facing skills.
• Strong attention to detail and documentation skills.
• Ability to manage multiple tickets and priorities in a fast-paced MSP environment.

Mansioni

• Provide first line and second-line technical support to clients in an MSP environment.
• Manage and resolve approximately 10–15 support tickets per day, prioritizing issues based on urgency and business impact.
• Troubleshoot Windows desktops, laptops, applications, peripherals, and common user issues.
• Provide technical support for Microsoft 365, including Exchange Online, Outlook, User and account issues, Email configuration and troubleshooting.
• Diagnose and resolve email delivery issues, including bounced messages, delivery failures, spam filtering, and authentication-related problems.
• Troubleshoot and analyze DNS-related issues, particularly MX records, SPF, DKIM, DMARC.
• Perform basic network troubleshooting involving connectivity, TCP/IP, DNS, DHCP, Wi-Fi, and related issues.
• Provide technical support for Windows and, where applicable, Mac environments.
• Document troubleshooting steps, resolutions, configurations, and relevant client information accurately.
• Maintain clear and up-to-date ticket documentation and knowledge base information.
• Escalate complex or unresolved issues to the appropriate technical team while maintaining ownership and communication with the client.
• Deliver professional, responsive, and customer-focused support at all times.
• Follow established MSP processes, SLAs, security practices, and documentation standards.

Strumenti

ConnectWise

IT Glue

Sophos Email Security

SonicWall

Sophos Firewall

Descrizione del lavoro

Makati, Philippines | Posted on 11/04/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

We are seeking ahighly customer-focused IT Help Desk Technician with strong front-line ManagedService Provider (MSP) experience to join our technical support team.

The idealcandidate is comfortable working in a fast-paced MSP environment, managingapproximately 10–15 tickets per day, and providing timely and professionaltechnical support to multiple clients. This role requires strong Windowsdesktop troubleshooting skills, solid Microsoft 365 knowledge, and hands-onexperience troubleshooting email and basic network issues.

Experiencesupporting Mac environments, as well as familiarity with Sophos, SonicWall,ConnectWise, and IT Glue, is highly desirable.

JOBRESPONSIBILITIES

• Provide first line and second-line technicalsupport to clients in an MSP environment.
• Manage and resolve approximately 10–15 supporttickets per day, prioritizing issues based on urgency and business impact.
• Troubleshoot Windows desktops, laptops,applications, peripherals, and common user issues.
• Provide technical support for Microsoft 365,including: o ExchangeOnline, o Outlook, o User andaccount issues, o Emailconfiguration and troubleshooting
• Diagnose and resolve email delivery issues,including bounced messages, delivery failures, spam filtering, andauthentication-related problems.
• Troubleshoot and analyze DNS-related issues,particularly: o MX records, o SPF, o DKIM, o DMARC
• Perform basic network troubleshooting involvingconnectivity, TCP/IP, DNS, DHCP, Wi-Fi, and related issues.
• Provide technical support for Windows and,where applicable, Mac environments.
• Document troubleshooting steps, resolutions,configurations, and relevant client information accurately.
• Maintain clear and up-to-date ticketdocumentation and knowledge base information.
• Escalate complex or unresolved issues to theappropriate technical team while maintaining ownership and communication withthe client.
• Deliver professional, responsive, andcustomer-focused support at all times.
• Follow established MSP processes, SLAs,security practices, and documentation standards.

QUALIFICATIONS

• Strong front-line MSP help desk experience.
• Proven experience handling a high volume oftechnical support tickets.
• Comfortable consistently closing approximately10–15 tickets per day.
• Strong Windows desktop and end-usertroubleshooting skills.
• Good hands-on experience with Microsoft 365,particularly: o ExchangeOnline, o Outlook, o MFA, o Emailtroubleshooting
• Good understanding of email delivery and emailauthentication troubleshooting.
• Working knowledge of DNS, including MX, SPF,DKIM, and DMARC.
• Good basic network troubleshooting skills.
• Strong written and verbal communication skills.
• Excellent customer service and client-facingskills.
• Strong attention to detail and documentationskills.
• Ability to manage multiple tickets andpriorities in a fast-paced MSP environment.
• Nice to have
• Familiaritywith Sophos Email Security.
• Familiaritywith Sophos firewalls.
• Familiaritywith SonicWall firewalls.
• Experienceusing ConnectWise.
• Experienceusing IT Glue or similar IT documentation platforms.
• Experiencesupporting multiple clients in an MSP environment.
• Technicaltroubleshooting and problem-solving
• Microsoft365 administration and support
• Email andDNS troubleshooting
• Customerservice orientation
• Ticket andworkload management
• Cleartechnical documentation
• Communicationand interpersonal skills
• Ability towork independently and elevate appropriately
• Ability towork effectively in a fast-paced MSP environment

JOBREQUIREMENTS

• Should bewilling to accept a long-term work-from-home arrangement.
• Should beamenable to a permanent night shift schedule.