Remote L1 MSP Engineer - Night Shift Support

SCALABLE OS CORP.; Makati; Remote; PHP 480,000 - 720,000; Full time

Job summary

SCALABLE OS CORP. is seeking an L1 MSP Engineer to provide first-line technical support to multiple US-based clients in a Managed Services Provider (MSP) environment.

You will monitor, troubleshoot, document, and resolve day-to-day IT issues across end-user devices, Microsoft 365, applications, accounts, and basic network connectivity. The ideal candidate has strong customer service and troubleshooting skills, follows IT support procedures consistently, and knows when to elevate issues to L2/L3

Qualifications

• 5+ years in IT Helpdesk, Service Desk, Desktop Support, Technical Support, or MSP support.
• Experience supporting US-based clients or users is highly preferred.
• Strong troubleshooting across Windows, Microsoft 365, endpoints, and basic networking.
• Working knowledge of Microsoft 365 and Active Directory/Entra ID.
• Basic understanding of DNS, DHCP, TCP/IP, VPN, and Wi‑Fi.
• Experience using a ticketing/PSA system and meeting SLAs.

Responsibilities

• Provide L1 technical support to users across multiple US-based client environments.
• Receive, triage, troubleshoot, and resolve incidents through the MSP ticketing system.
• Handle approximately 10-15 tickets per day, depending on client volume and priority.
• Troubleshoot Windows and macOS desktops, laptops, peripherals, printers, and common business applications.
• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and basic administration.
• Assist with user accounts and access issues, including password resets, MFA, and Azure AD troubleshooting.
• Troubleshoot common email issues such as delivery failures and Outlook connectivity.
• Perform basic network troubleshooting: DNS, DHCP, TCP/IP, VPN, Wi‑Fi.
• Understand and troubleshoot basic email DNS records (MX, SPF, DKIM, DMARC).
• Provide basic support for security tools such as MFA, endpoint protection, antivirus, and web filtering.
• Perform remote desktop support and guide users through troubleshooting.
• Monitor alerts from MSP monitoring tools and take action as needed.
• Document steps, resolutions, and user interactions in the ticketing system.
• Follow SOPs, escalation procedures, and SLAs; escalate to L2/L3 as needed.
• Identify recurring incidents and escalate underlying issues to L2/L3 teams.
• Maintain a professional, customer-focused approach; support end users.
• Participate in scheduled shifts, including US business hours or after-hours as required.

Skills

MS 365

Active Directory/Entra ID

Windows/macOS troubleshooting

Networking basics

Ticketing system

Tools

MSP ticketing system

Job description

SCALABLE OS CORP. is seeking an L1 MSP Engineer to provide first-line technical support to multiple US-based clients in a Managed Services Provider (MSP) environment.

You will monitor, troubleshoot, document, and resolve day-to-day IT issues across end-user devices, Microsoft 365, applications, accounts, and basic network connectivity. The ideal candidate has strong customer service and troubleshooting skills, follows IT support procedures consistently, and knows when to elevate issues to L2/L3