Level 1 MSP Helpdesk

SCALABLE OS CORP.; Makati; On-site; PHP 360,000 - 600,000; Full time

Job summary

SCALABLE OS CORP. is seeking a Technician II to provide end-user IT support for computer, network, and hardware issues. You will identify, research, and resolve problems of moderate complexity, responding to requests via phone, email, and chat, and documenting resolutions in our systems.

You should have 3+ years of helpdesk experience with Microsoft technologies, Active Directory, and Linux. Familiarity with VoIP, firewalls, VPNs, security software, and strong communication skills are required

Qualifications

• 3+ years of helpdesk/IT support experience.
• Experience with Microsoft client/server technologies including Exchange, Office 365, OneDrive, SharePoint.
• Experience with Active Directory and new user creation.
• Proficient in Linux distributions (e.g., Debian, Ubuntu, CentOS).
• Experience with VoIP technologies (FreeSWITCH, Yealink, Grandstream).
• Experience with ISPs, firewalls (Fortinet, Ubiquiti, pfSense).
• Experience with security software for virus protection, spyware, malware, and spam.

Responsibilities

• Provide end-user support for computer, application, system, device, access, and hardware issues.
• Identify, research, and resolve technical problems of moderate complexity.
• Respond to phone, email, and online requests for technical support.
• Document, track, and monitor problems using applicable systems and tools.
• Coordinate with other teams to resolve user problems.
• Install, upgrade, and troubleshoot Windows OS in domain/workgroup environments.
• Troubleshoot basic networking protocols (DNS, DHCP, VPNs, TCP/IP).
• Troubleshoot Telephony VoIP technologies using industry toolsets.
• Support mobile devices and remote IT support delivery.

Skills

Helpdesk experience

MS technologies

Active Directory

Linux

VoIP

Networking

Security software

Communication

Organization

Team player

Job description

About the role

Technician II provides support to end users for computer, application, system, device, access, and hardware issues. You will identify, research, and resolve technical problems of moderate complexity. You will respond to telephone, email, and online requests for technical support, document and track problems using applicable systems and tools, and may coordinate with other teams or departments to resolve user problems. You should be able to prioritize technical issues, manage assigned tasks, and document time spent and resolutions while demonstrating patience to describe causes and solutions to end users.

Key responsibilities

• Provide support to end users for computer, application, system, device, access, and hardware issues
• Identify, research, and resolve technical problems of moderate complexity
• Respond to telephone, email, and online requests for technical support
• Document, track, and monitor problems using applicable systems and tools
• Coordinate with other teams or departments to resolve user problems
• Install, upgrade and troubleshoot Windows 7 and Windows 10 operating systems in domain and workgroup environments, including user/PC migrations, applications, and hardware replacement/troubleshooting
• Troubleshoot wired/wireless networks and basic networking protocols, including DNS, DHCP, VPNs, WAN/LAN TCP/IP
• Troubleshoot Telephony VoIP technologies using industry toolsets
• Support mobile devices
• Provide IT support delivery through remote support tools

About you

• 3+ years of helpdesk/field-onsite technical support experience providing a complete network to end-point support services to small and medium-sized businesses (Required)
• Experience with all Microsoft technologies, including client operating systems, server operating systems, Exchange, Terminal Services and Small Business Server, Office 365, One Drive, and SharePoint
• Experience with Active Directory and new user creation
• Highly experienced with Linux Operating Systems (Debian, Ubuntu, FreeBSD, CentOS, etc.)
• Experience with Telephony VoIP technologies (FreeSWITCH, Yealink, Grandstream, Fanvil)
• Experience with ISP circuits, firewalls (Fortinet, Ubiquiti, pfSense)
• Experience with security software for virus protection, spyware, malware, and spam
• Excellent verbal and written communication capabilities
• Very organized and able to switch and resume tasks as required
• Ability to thrive in an expanding team environment