Remote IT Support Engineer – MSP & On-Call

Thrive; Central Luzon; Remote; PHP 357,000 - 580,000; Full time

Job summary

Thrive is seeking a capable IT support professional to provide first-contact remote technical assistance for network, server, and end-user systems. You will create and update support tickets, troubleshoot, and coordinate with engineers to resolve issues for diverse client environments.

Ideal candidates have 2–3 years in a help desk, experience with ServiceNow, Kaseya, Ninja, and RMMs; strong communication and time-management skills; and flexibility for after-hours/on-call rotations in a remote

Qualifications

• 2–3 years of IT support experience in a help desk/service desk environment (MSP experience preferred).
• Experience with ticketing systems (ServiceNow) and remote support tools (Kaseya, Ninja).
• Proficiency with Windows 10/11, macOS fundamentals, Microsoft 365 apps (Outlook, Teams, OneDrive).
• Knowledge of Active Directory/Entra, mobile device configuration, workstation hardware, printers.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Strong customer service focus with ability to explain technical concepts clearly to non-technical users.
• Excellent written and verbal communication, documentation, and time-management skills.
• Ability to work independently and collaboratively; available for after-hours/on-call rotations.

Responsibilities

• Communicate with customers via phone, email, and chat with timely, courteous updates and case status.
• Perform first response and initial triage of issues; document actions in Thrive's tools.
• Analyze workstation-level incidents and identify root causes for resolution.
• Ask clarifying questions and elevate issues to engineers when needed.
• Prioritize, code, and route service incidents and requests daily.
• Follow Thrive's best practices for task management.
• Set client expectations during troubleshooting for prompt resolution and excellent service.
• Develop understanding of Thrive products and their integration into client environments.

Skills

Customer service

Verbal communication

Written communication

Time management

Independent worker

Team collaboration

On-call availability

Education

CompTIA A+

CompTIA Network+

MS-900 / Microsoft 365 Fundamentals

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

Ninja

RMM platforms

Job description

Thrive is seeking a capable IT support professional to provide first-contact remote technical assistance for network, server, and end-user systems. You will create and update support tickets, troubleshoot, and coordinate with engineers to resolve issues for diverse client environments.

Ideal candidates have 2–3 years in a help desk, experience with ServiceNow, Kaseya, Ninja, and RMMs; strong communication and time-management skills; and flexibility for after-hours/on-call rotations in a remote