MSP Help Desk Engineer - Night Shift (Remote)

ScalableOS; Makati; A distancia; PHP 300.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work from home

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Herramientas

ConnectWise

IT Glue

Sophos Email Security

SonicWall

Sophos Firewall

Descripción del empleo

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.