Remote MSP Helpdesk Engineer (L1) for US Clients

SCALABLE OS CORP.; Metro Manila; Remote; PHP 1.146.000 - 1.911.000; Vollzeit

Zusammenfassung

SCALABLE OS CORP. is seeking an L1 MSP Engineer to provide first-line technical support for multiple US-based clients from a remote setup. You will monitor, troubleshoot, document, and resolve day-to-day IT issues across end-user devices, Microsoft 365, accounts, and basic network connectivity.

The role emphasizes customer service, adherence to SOPs, and escalation to L2/L3 as needed, with potential after-hours shifts as required.

Qualifikationen

• 5+ years in IT Helpdesk or MSP support.
• Experience supporting US-based clients.
• Proficient with Windows and macOS.
• Knowledge of Microsoft 365 and AD/Entra ID.
• Experience with ticketing/PSA systems and SLAs.

Aufgaben

• Provide L1 technical support to multiple US client environments.
• Triage, troubleshoot, and resolve incidents via MSP ticketing system.
• Handle 10–15 tickets per day depending on volume.
• Troubleshoot Windows, macOS desktops, printers, and apps.
• Support Microsoft 365 (Outlook, Exchange Online, Teams, SharePoint).
• Assist with MFA, Entra ID/Azure AD, and password resets.
• Remote desktop support and guide users through steps.
• Monitor alerts from MSP tools and escalate when needed.
• Document steps and interactions in the ticketing system.
• Follow SOPs, SLAs, and client-specific processes.
• Escalate complex issues to L2/L3 teams.

Kenntnisse

Customer service

Troubleshooting

Communication skills

Independent work

Attention to detail

Time management

Tools

Microsoft 365

Azure AD

Entra ID

Active Directory

Ticketing system

Jobbeschreibung

SCALABLE OS CORP. is seeking an L1 MSP Engineer to provide first-line technical support for multiple US-based clients from a remote setup. You will monitor, troubleshoot, document, and resolve day-to-day IT issues across end-user devices, Microsoft 365, accounts, and basic network connectivity.

The role emphasizes customer service, adherence to SOPs, and escalation to L2/L3 as needed, with potential after-hours shifts as required.