Remote IT Support Specialist

SCALABLE OS CORP.

Manila

Remote

PHP 240,000 - 480,000

Full time

3 days ago

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Job summary

SCALABLE OS CORP. is seeking a Technology Support Specialist for a fully remote MSP-style help desk that handles first touch triage, remote diagnostics, and Tier 1 resolution across Windows, macOS, and Microsoft 365.

You will document issues, escalate where needed, and keep clients informed with accurate timelines. Work with ConnectWise PSA and ConnectWise RMM, deliver professional support, and maintain detailed records.

Qualifications

Experience in MSP environments.
Experience with ConnectWise PSA.
Experience with ConnectWise RMM.
Remote help desk support experience including network connectivity, printer/print queue issues, user authentication, password resets, profile issues and user configurations.
Strong troubleshooting skills in Windows and macOS.
Knowledge of the 7 Layer OSI Network Model.
Familiarity with M365 environment (Outlook, Teams, SharePoint Online).

Responsibilities

Receive inbound support requests via phone, email, or ticketing system.
Create detailed and accurate service tickets including required metadata: Requester's name, Client company, Callback number, Detailed problem description, Perceived priority level.
Assign preliminary priority level based on Service Desk definitions (Emergency/Medium/Low).
Identify incomplete or missing information and follow up with the requester before escalation.
Route tickets to appropriate queues or escalate to T2/T3 when estimated resolution exceeds 15 minutes, issue is out-of-scope, or specialized technical expertise is required.
Monitor pending tickets, follow up with end users, and ensure timely progression.
Perform 1st level remote diagnosis and resolution for workstation performance issues, login/authentication problems, Microsoft 365 issues, printer/queue errors, browser issues and configuration, network connectivity, and basic user account issues.
Document all troubleshooting performed, including resolution details.
Deliver fast, courteous, and professional support to all clients and keep users informed of ticket status, next steps, and expected timelines.
Reset passwords, unlock accounts, manage basic directory tasks, configure Outlook profiles, troubleshoot mail flow, and assist with email resets.