Remote MSP Service Desk Analyst (L1)

ConnectOS; Mandaluyong; Remote; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Fully Remote Arrangement

Medical, Dental & Life Insurance from

Paid Vacation & Sick Leave

Annual appraisal & salary review

13th Month Pay

Job summary

ConnectOS is seeking a Service Desk Analyst to provide frontline L1/L2 support within an MSP environment. You will triage incidents, handle standard requests, and perform initial troubleshooting before escalation to senior teams.

This fully remote role requires clear communication in English and the ability to follow documented processes. You'll work with Microsoft 365, Veeam backup, HaloPSA/HaloITSM, and various RMM tools, supporting Windows and end-user environments.

Qualifications

• L1/L2 service desk experience in MSP (mandatory).
• Experience with MSP environments (mandatory).
• Proficient with RMM tools for monitoring and remote support (mandatory).
• Hands-on backup and disaster recovery experience (e.g., Veeam) (mandatory).
• Strong Microsoft 365 / Office 365 knowledge (Outlook, Teams, SharePoint, OneDrive).
• Familiarity with ITSM/PSA platforms such as HaloPSA/HaloITSM.
• ITIL Foundation certification or equivalent knowledge.
• Exposure to security or vulnerability management tools.
• Experience supporting Windows and end-user environments.
• Strong customer-facing and communication skills in English.

Responsibilities

• Triage incoming incidents and service requests.
• Fulfil standard L1 service requests and repeatable operational tasks.
• Provide initial L1+ level troubleshooting.
• Gather clear, structured information before escalating to senior teams.
• Follow documented processes, knowledge articles, and runbooks.
• Maintain accurate ticket notes and time recording.
• Work closely with onshore teams to ensure smooth handover and continuity.
• Incident triage and L1 support.
• Handle standard MSP service requests.
• Initial fault isolation and diagnostics.
• Escalation support.

Skills

L1/L2 service desk

MSP environment

RMM tools

Veeam backup

Microsoft 365

HaloPSA/HaloITSM

ITIL Foundation

security tools

Autodesk AEC support

customer-facing

English communication

Windows end-user support

Tools

HaloPSA/HaloITSM

Veeam Backup

Job description

ConnectOS is seeking a Service Desk Analyst to provide frontline L1/L2 support within an MSP environment. You will triage incidents, handle standard requests, and perform initial troubleshooting before escalation to senior teams.

This fully remote role requires clear communication in English and the ability to follow documented processes. You'll work with Microsoft 365, Veeam backup, HaloPSA/HaloITSM, and various RMM tools, supporting Windows and end-user environments.