Remote MSP Service Desk Pro (L1.5) for ERP & 365

HireArchi; Metro Manila; On-site; PHP 335,000 - 502,000; Full time

Benefits offered by this job

13th Month Pay

HMO & Govt. Contribution Allowance

Personal Time Off

Job summary

HireArchi seeks an experienced Level 1.5 Service Desk Technician to support a diverse client portfolio from a fully remote setup. You will handle L1/L2 issues across Windows, 365, endpoints, and enterprise applications, documenting resolutions and escalating when needed.

You’ll work independently in a remote environment, using KBs and SOPs to resolve problems, manage user access, and monitor RMM alerts while maintaining SLA adherence.

Qualifications

• 3+ years of Service Desk/Help Desk experience; MSP experience strongly preferred.
• Experience providing support beyond basic password resets, account administration, and standardized L1 procedures.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to independently investigate issues and identify appropriate next steps.
• Comfortable learning and supporting unfamiliar applications and technologies.
• Strong experience with Microsoft 365, Active Directory/Entra ID, Windows, networking, and endpoint support.
• Experience with ERP, CRM, accounting, HR, or engineering applications is a plus.
• Preferred: PowerShell scripting and endpoint security tools.

Responsibilities

• Provide L1/L2 technical support through phone, email, and ticketing systems.
• Troubleshoot and resolve issues involving Windows/macOS, Microsoft 365, endpoints, networking, identity management, and business applications.
• Support applications such as ERP, CRM, accounting, HR, engineering, and other business systems.
• Investigate unfamiliar or complex technical issues using KBs, SOPs, documentation, and other available resources.
• Manage user accounts, permissions, onboarding/offboarding, and application access.
• Monitor and respond to RMM alerts and proactively address potential issues.
• Maintain accurate ticket documentation, troubleshooting notes, and resolution details.
• Escalate issues appropriately while providing complete troubleshooting information and maintaining ownership through resolution.

Skills

MSP experience

Microsoft 365

Active Directory/Entra ID

Windows

Networking

RMM/PSA tools

AutoCAD

Documentation

Tools

RMM

PSA

PowerShell

Job description

HireArchi seeks an experienced Level 1.5 Service Desk Technician to support a diverse client portfolio from a fully remote setup. You will handle L1/L2 issues across Windows, 365, endpoints, and enterprise applications, documenting resolutions and escalating when needed.

You’ll work independently in a remote environment, using KBs and SOPs to resolve problems, manage user access, and monitor RMM alerts while maintaining SLA adherence.