Level 1 Helpdesk

ScalableOS; Makati; Remote; PHP 300,000 - 420,000; Full time

Job summary

ScalableOS is seeking a Technician II to join our IT support team in the Philippines. The role focuses on prioritizing technical issues, handling assigned tasks, and documenting time spent and resolutions for end users.

Ideal candidates will be organized, capable of switching between tasks, and able to communicate clearly both verbally and in writing. Responsibilities include assisting end users with computer, application, system, device, access, and hardware issues, researching and resolving

Qualifications

• 3+ years in helpdesk or field support roles.
• Experience supporting Windows environments and Office 365.
• Able to document issues and resolutions clearly.
• Strong communication in English.

Responsibilities

• Provide end-user support for computer, application, system, and hardware issues.
• Research, diagnose, and resolve issues of moderate complexity.
• Respond to phone, email, and online requests; document in ticketing system.
• Coordinate with other teams as needed to resolve problems.
• Report to Supervisor or Manager.

Skills

Helpdesk Experience

Windows Server/Client

Active Directory

Office 365

VPN / Networking

VoIP / Telephony

Remote Support

Customer Service

Documentation

Tools

ConnectWise

Wireshark

PCap

Fortinet

Ubiquiti

pfSense

Job description

Makati, Philippines | Posted on 10/29/2026

• 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

Technician II should be able to prioritize technical issues,manage assigned tasks, and document time spent and resolutions whiledemonstrating patience to describe causes and solutions to end users. Idealcandidates should be very organized and able to switch and resume tasks asrequired. In addition, the candidate should have good verbal and writtencommunication capabilities and the ability to thrive in an expanding teamenvironment.

Provides support to end users for computer, application,system, device, access, and hardware issues. Identifies, researches, andresolves technical problems of moderate complexity. Responds to telephone,email, and online requests for technical support. Documents, tracks, andmonitors the problem using applicable systems and tools. May coordinate withother teams or departments to resolve user problems. Typically reports toSupervisor or Manager.

JOBRESPONSIBILITIES

• 3+ years of helpdesk/field-onsite technical supportexperience providing a complete network to end-point support services to smalland medium-sized businesses
• Experience with all Microsoft technologies, including clientoperating systems, server operating systems, Exchange, Terminal Services andSmall Business Server, Office 365, One Drive, and SharePoint
• Experience with Active Directory and new user creation
• Ability to install, upgrade and troubleshoot Windows 7 andWindows 10 operating systems in domain and workgroup environments, includinguser/PC migrations, applications, and hardware replacement/troubleshooting:highly experienced with Linux Operating Systems (Debian, Ubuntu, FreeBSD,CentOS, etc.)
• Experience with wired/wireless networks and basic networkingprotocols, including DNS, DHCP, VPNs, WAN/LAN TCP/IP
• Experience with Telephony VoIP technologies (FreeSWITCH,Yealink, Grandstream, Fanvil). Must know how to troubleshoot these technologiesusing industry toolsets (Wireshark, PCap, etc.)
• Experience with ISP circuits, firewalls (Fortinet, Ubiquiti,pfSense)
• Experience with security software for virus protection,spyware, malware, and spam
• Experience with IT support delivery through remote supporttools
• Ability to come up to speed on new technologies quickly
• Dispatcher and Helpdesk Escalation resource
  

QUALIFICATIONS

• DesktopSupport: 3+ years (Required)
• WindowsServer support: 3+ years (Preferred)
• MSP(Managed Services Provider) Experience: 2+ years (Preferred)
• Technicalsupport in a production IT environment(s), preferably in multi-siteenvironments: 2+ years (Preferred)

CORECOMPETENCIES AND SKILLS:

• CustomerService
• Office 365
• ComputerTroubleshooting
• End-UserTraining
• Help Desk /Desktop Support
• TechnicalTroubleshooting
• User Guides
• GeneralOffice Software
• IT HelpDesk Software – ConnectWise
• OperatingSystem

CUSTOMERSERVICE REQUIREMENTS:

• A strongclient service focus and the ability to manage customer expectations
• Excellentverbal/written communication, people, and presentation skills
• Projects aprofessional and customer-service-oriented attitude
• Ability toassess technology needs/requirements and develop solutions to meet them
• Can handlepressure and client demands effectively

JOBREQUIREMENTS

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