Senior MSP Technical Support Lead | IT

BruntWork; Philippines; Remote; PHP 1,004,000 - 1,674,000; Full time

Benefits offered by this job

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible

Job summary

BruntWork is seeking a Senior MSP Technical Support Lead to own day-to-day service delivery across customer environments, including desktop, server, network, Microsoft 365, and retail technology. You will oversee support operations, SLAs, escalation discipline, and customer communication from first contact to resolution.

You will lead the MSP division, manage Tier 1 and Tier 2 support, and drive continuous improvement across client operations while coordinating projects and ensuring accurate PSA

Qualifications

• Clear verbal and written English communication.
• Strong customer service with ownership and follow-up.
• Proven IT helpdesk or MSP support experience.
• High proficiency with Microsoft applications, server administration, networking.
• Experience with system maintenance and root-cause analysis.

Responsibilities

• Lead the MSP division day-to-day, ensuring queue visibility, ticket triage, updates, SLA control, and disciplined escalation.
• Provide Tier 1 and Tier 2 MSP support across Microsoft 365, desktops, servers, networks, endpoints, infrastructure, and retail tech (POS, Linkly, EFTPOS).
• Configure, monitor, troubleshoot, and remotely install customer IT equipment and environments.
• Coordinate support projects, staging, onsite work, implementation tasks, quality checks, and handovers.
• Document customer environments, configurations, playbooks, knowledge base, and BAU handover requirements.
• Maintain PSA tickets with accurate priorities, statuses, time entries, and notes as the single source of truth.
• Build internal and customer-facing reports on SLA performance, ticket volume, backlog, and proactive recommendations.

Skills

Verbal English communication

Customer service

MSP / IT helpdesk experience

Microsoft applications

Networking & server administration

Root-cause analysis

Tools

PSA system

Job description

Our client is seeking a Senior MSP Technical Support Lead to own day-to-day MSP service delivery across customer environments, including desktop, server, network, Microsoft 365, managed devices, remote support, infrastructure, and retail technology. In this role, you will be accountable for support operations, ticket quality, SLA control, escalation discipline, and customer communication from first contact through to resolution or handover. You will lead the MSP division, maintain queue visibility, coordinate Tier 1 and Tier 2 support, and drive continuous improvement across client operations.

Schedule

Monday - Friday, 6:00 AM - 3:00 PM PH Time, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Lead the MSP division day-to-day, maintaining queue visibility, ticket triage, customer updates, SLA control, and escalation discipline.
• Provide Tier 1 and Tier 2 technical MSP support across Microsoft 365, desktop, server, network, endpoint, infrastructure, and retail technology environments (including POS, Linkly, and EFTPOS).
• Configure, monitor, maintain, troubleshoot, stage, and remotely install customer IT equipment and environments.
• Coordinate support projects, staging, onsite technical work, implementation tasks, quality checks, and delivery handovers.
• Document customer environments, users, systems, configuration details, playbooks, knowledge base content, and BAU handover requirements.
• Maintain PSA system accuracy for tickets, priorities, statuses, time entries, customer notes, and project activity as the single source of truth.
• Build internal and customer-facing reports on SLA performance, ticket volume, backlog, recurring issues, capacity, and proactive recommendations.

Requirements

• Clear verbal and written English communication skills with the ability to explain technical details professionally to customers and internal teams.
• Strong customer service experience with demonstrated ownership, follow-up, and professional communication skills.
• Proven IT helpdesk or MSP support experience in a customer-facing environment.
• High proficiency with Microsoft applications, server administration, networking, and infrastructure support.
• Demonstrated experience with system maintenance, troubleshooting across general IT operations, and driving fault finding to root cause independently.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.