Remote 1st Line Engineer - 24/7 Service Desk Analyst

KMC Solutions; Metro Manila; Remote; PHP 360,000 - 480,000; Full time

Job summary

KMC Solutions is hiring a 1st Line Support Engineer for a remote, 24/7 shift role in the Philippines. You will be the first point of contact for customers, logging and triaging requests via Jira, coordinating with onsite Smart Hands, and ensuring timely resolution within SLAs.

This role requires strong communication and documentation skills and works within a distributed international support team. The position emphasizes incident triage, coordination with second/third line teams, and proactive

Qualifications

• 3+ years in 1st Line / Service Desk / NOC roles.
• Experience with Jira or similar ticketing systems.
• Knowledge of data center operations and basic cloud concepts.
• Linux fundamentals and server hardware familiarity.
• Strong written and verbal communication; good documentation.
• Ability to stay calm and methodical during incidents.

Responsibilities

• Act as the first point of contact for all incidents, service requests, and inquiries via Jira Service Management.
• Log, categorize, prioritise, and assign tickets per SLAs; provide updates to customers.

Skills

1st Line Support

Jira

Linux basics

Data center concepts

Networking basics

Server hardware

Power & cooling

Documentation

Communication

Problem solving

Remote work readiness

Tools

Jira Service Management

Job description

KMC Solutions is hiring a 1st Line Support Engineer for a remote, 24/7 shift role in the Philippines. You will be the first point of contact for customers, logging and triaging requests via Jira, coordinating with onsite Smart Hands, and ensuring timely resolution within SLAs.

This role requires strong communication and documentation skills and works within a distributed international support team. The position emphasizes incident triage, coordination with second/third line teams, and proactive