Remote MSP Service Desk Engineer (Tier 1)

Pandoblox

Manila

On-site

PHP 360,000 - 540,000

Full time

14 days+

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Benefits offered by this job

Remote work

Full-time contractor benefits

Job summary

Pandoblox in the Philippines is seeking a Tier 1 Service Desk Engineer to own end-user support, resolve incidents within SLA, and escalate complex issues to senior engineers with complete documentation.

You will manage Windows and macOS workstations, handle Active Directory/Microsoft Entra ID and Google Workspace, and maintain knowledge bases while delivering exceptional customer service across time zones.

Qualifications

Customer-facing IT support experience in a ticket-driven, SLA-based environment.
Experience with MSP environments and PSA/ticketing systems.
Strong English communication and problem-solving skills.

Responsibilities

Serve as a primary point of contact for client support requests, delivering Tier 1 resolution while maintaining excellent, professional customer service
Partner with account managers and senior leads to support high-availability service delivery across client environments
Monitor client environments, drive proactive maintenance and rapid reactive issue resolution
Support core service delivery projects including hardware deployments, software rollouts, cloud migrations (Microsoft 365 / Google Workspace), data processing, and network upgrades
Document RCA findings and escalate systemic issues for permanent resolution
Create and maintain SOPs and knowledge base articles to streamline workflows
Follow escalation matrix and hand off to senior engineers with full context
Collaborate across teams to remove barriers and improve automation
Meet SLA targets for response and resolution