Remote MSP Helpdesk Engineer (L1) – Night Shift

ScalableOS; Makati; Remoto; PHP 420.000 - 640.000; Tempo pieno

Descrizione del lavoro

ScalableOS, a Philippines-based MSP provider, seeks an L1 MSP Engineer to deliver first-line IT support for US-based clients. You will monitor, troubleshoot, and resolve issues across Windows, Microsoft 365, and basic networking in a fast-paced MSP environment.

The role emphasizes strong customer service, adherence to SOPs, and collaboration with L2/L3 engineers, with shifts that include US business hours and after-hours coverage. Remote work is required.

Competenze

• 5+ years of experience in IT Helpdesk, Service Desk, Desktop Support, Technical Support, or MSP support.
• Experience supporting US-based clients or users is highly preferred.
• Strong troubleshooting skills across Windows, Microsoft 365, endpoints, and basic networking.
• Working knowledge of Microsoft 365 and Active Directory/Entra ID.
• Basic understanding of networking concepts such as DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Experience working with a ticketing/PSA system and meeting ticket SLAs.
• Ability to prioritize incidents based on urgency, impact, and client requirements.
• Strong written and verbal communication skills.
• Customer-service-oriented mindset.
• Ability to work independently while knowing when and how to elevate technical issues.

Mansioni

• Provide L1 technical support to users across multiple US-based client environments.
• Receive, triage, troubleshoot, and resolve incidents and service requests 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 account and access issues, including password resets, MFA, account lockouts, and basic Microsoft Entra ID/Azure AD troubleshooting.
• Troubleshoot common email issues such as delivery failures, mailbox configuration, Outlook connectivity, and spam-related problems.
• Perform basic network troubleshooting, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and connectivity issues.
• Understand and troubleshoot basic email DNS records, including MX, SPF, DKIM, and DMARC.
• Provide basic support for security tools such as MFA, endpoint protection, antivirus, and web filtering.
• Perform remote desktop support and guide users through technical troubleshooting.
• Monitor alerts and notifications from MSP monitoring and management tools and take appropriate action.
• Document troubleshooting steps, resolution details, and user interactions accurately in the ticketing system.
• Follow established SOPs, escalation procedures, SLAs, and client-specific processes.
• Identify recurring incidents and escalated potential underlying issues to L2/L3 engineers.
• Escalate complex technical issues to the appropriate L2/L3, Network, Systems, Security, or Vendor teams.
• Maintain a professional and customer-focused approach when supporting end users.
• Participate in scheduled shifts, including US business hours or after-hours coverage as required.

Conoscenze

Windows

Microsoft 365

AD Entra ID

Networking basics

Ticketing systems

Customer service

Communication

Strumenti

Ticketing/PSA system

Remote desktop tools

Descrizione del lavoro

ScalableOS, a Philippines-based MSP provider, seeks an L1 MSP Engineer to deliver first-line IT support for US-based clients. You will monitor, troubleshoot, and resolve issues across Windows, Microsoft 365, and basic networking in a fast-paced MSP environment.

The role emphasizes strong customer service, adherence to SOPs, and collaboration with L2/L3 engineers, with shifts that include US business hours and after-hours coverage. Remote work is required.