Remote Service Desk L1 - 24x7 Support & NOC Monitoring

ScalableOS; Makati; Hybrid; PHP 268,000 - 469,000; Full time

Job summary

ScalableOS is hiring for a Service Desk — L1 role to provide quality client support while performing proactive monitoring and incident triage. The hybrid position requires handling calls, emails, and system alerts, logging incidents, and escalating where necessary.

You will work across extended hours to support 24x7 service commitments, maintain documentation, and contribute to best practices within a fast-paced MSP environment. This role emphasizes teamwork and client-focused communication.

Qualifications

• High school diploma or associate degree in Information Technology or related field, or equivalent experience.
• Minimum 2 years of related experience in similar roles.
• Experience with AD Connect, Hyper-V, RDS/RDP, VMware/VDI, RADIUS, Duo, Azure, M365, Intune, Autopilot, Teams, FSLogix, Citrix is preferred.
• Certifications such as MCSA, CCENT, A+, Network+ or Security+ are a plus.

Responsibilities

• Monitor the ConnectWise board and respond to alerts with troubleshooting and remediation.
• Answer client calls, emails, and system alerts promptly and professionally.
• Determine problem severity, set priorities, and assign requests to appropriate resources.
• Log problem information and create service tickets using company tools.
• Provide Tier 1 resolutions and escalate when needed.
• Communicate status updates and estimated resolution times to clients.
• Proactively monitor event logs and drive space on client servers/workstations.
• Handle move/add/change/delete requests and other requests as needed.
• Troubleshoot systems and applications and verify functionality after resolution.
• Maintain client documentation and records.
• Perform vulnerability remediation during lower-volume periods and contribute to best practices.

Skills

RMM monitoring

ConnectWise

First-level support

Troubleshooting

Ticketing

Documentation

Communication

Time management

Multitasking

Team collaboration

Education

High school diploma or associate degree in IT

Tools

ConnectWise

RMM

VMware

Hyper-V

Azure

Microsoft 365

Intune

Citrix

Job description

ScalableOS is hiring for a Service Desk — L1 role to provide quality client support while performing proactive monitoring and incident triage. The hybrid position requires handling calls, emails, and system alerts, logging incidents, and escalating where necessary.

You will work across extended hours to support 24x7 service commitments, maintain documentation, and contribute to best practices within a fast-paced MSP environment. This role emphasizes teamwork and client-focused communication.