Remote Enterprise Service Desk Analyst (Night Shift)

Zohorecruit; Makati; On-site; PHP 279,000 - 558,000; Full time

Job summary

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the first contact for IT support, triage requests, and resolve or escalate issues for clients in the Philippines.

Role involves remote or on-site support, following documented procedures, and maintaining high-quality client experiences. Night shifts and long-term WFH arrangements are possible, with collaboration across teams.

Qualifications

• Associate's Degree in Technology or related field required.
• 2-5 years of experience with Microsoft environments.
• 0-2 years of MSP specific experience preferred.
• Network+ and Security+ certifications preferred.
• Knowledge of Windows operating systems, Microsoft Office Suite, and cloud applications.
• Ability to diagnose and resolve technical issues.

Responsibilities

• Serve as the first point of contact for IT support requests.
• Troubleshoot basic desktop, software, network, and hardware issues.
• Assist with installation, configuration of desktops, devices, and peripherals.
• Follow established troubleshooting and escalation procedures; escalate as needed.
• Document all support requests and client interactions in the ticketing system.
• Work with vendors to resolve software and hardware issues.
• Install and configure operating systems, software, patches, and updates.
• Perform basic virus detection and system security maintenance.
• Monitor and address backup failures; assist in data restoration.
• Educate end-users on cybersecurity best practices.
• Assist with password resets, account provisioning, and access control.
• Participate in on-call rotation for after-hours support.
• Document and address technical issues and customer interactions, escalating as necessary.

Skills

Microsoft environments

Networking concepts

Remote troubleshooting

Customer service

Documentation

Communication

Teamwork

Adaptability

Shift flexibility

Education

Associate degree in technology

Tools

VMware

Citrix

VPN

Terminal Services

Backup technologies

Job description

ScalableOS is seeking an Analyst, Enterprise Service Desk to serve as the first contact for IT support, triage requests, and resolve or escalate issues for clients in the Philippines.

Role involves remote or on-site support, following documented procedures, and maintaining high-quality client experiences. Night shifts and long-term WFH arrangements are possible, with collaboration across teams.