Remote L2 Helpdesk Engineer – Night Shift

Zohorecruit; Makati; Remote; PHP 279,000 - 469,000; Full time

Job summary

ScalableOS is seeking an L2 Helpdesk Engineer to be the first contact for end-users, logging and resolving incidents with strong troubleshooting and customer-focused communication. The role emphasizes timely support, adherence to SLAs, and escalation when needed.

The candidate should possess experience in Windows 10/11, basic server knowledge, and familiarity with MSP settings. A long-term work-from-home arrangement and night shifts are expected.

Qualifications

• 3+ years in a help desk role
• Strong Windows 10/11 knowledge and Server knowledge
• Azure cloud services knowledge preferred but not required
• MSP environment experience
• Desktop support and basic network troubleshooting
• Experience with ticketing systems (Auto Task, ServiceNow, ConnectWise)
• Good communication with non-technical users
• Ability to work independently and in a team
• A+ or other IT certifications are a plus

Responsibilities

• Receive and log incidents and service requests via phone, email, ticketing system
• Perform initial troubleshooting for hardware, software, and network issues
• Document interactions and resolutions in the ticketing system
• Escalate complex issues to Level 2 or other teams
• Monitor queues to meet SLAs
• Provide clear status updates to users
• Process standard requests (password resets, unlocks, software installs)
• Maintain inventory of hardware and software assets
• Contribute to knowledge base and stay updated on tech trends

Skills

Customer service

Communication

Troubleshooting

Time management

Education

A+ or equivalent IT certification

Tools

Auto Task

ServiceNow

ConnectWise

Windows Server

Job description

ScalableOS is seeking an L2 Helpdesk Engineer to be the first contact for end-users, logging and resolving incidents with strong troubleshooting and customer-focused communication. The role emphasizes timely support, adherence to SLAs, and escalation when needed.

The candidate should possess experience in Windows 10/11, basic server knowledge, and familiarity with MSP settings. A long-term work-from-home arrangement and night shifts are expected.