Senior Remote IT Support Desk Engineer (MSP)

ScalableOS; Makati; Remote; PHP 400,000 - 700,000; Full time

Job summary

ScalableOS is seeking a Senior Support Desk Specialist to provide advanced remote technical support and act as a primary escalation resource within a fast-paced MSP. You will troubleshoot Microsoft 365 environments, virtualization platforms, and core infrastructure while mentoring junior engineers and ensuring high client satisfaction.

The role requires proactive, customer-focused professionals who can document issues, adhere to SLAs, and collaborate with vendors to resolve complex problems.

Qualifications

• Minimum 2 years of experience supporting Microsoft 365 environments in IT support or MSP.
• Experience providing Level 2 technical support and troubleshooting complex infrastructure issues.
• Strong experience with Hyper-V virtualization and related infrastructure concepts.

Responsibilities

• Provide advanced remote technical support and help desk services to clients while meeting SLAs.
• Serve as an escalation point for complex technical issues and assist team members with troubleshooting.
• Troubleshoot and support Microsoft 365 environments, including Exchange Online, Teams, Intune, Autopilot.
• Support virtualization platforms including Hyper-V, VMware, VDI environments, and remote desktop technologies.
• Diagnose and resolve backend application server issues, authentication problems, and infrastructure incidents.
• Collaborate with vendors and third-party providers to resolve issues impacting client environments.
• Conduct root cause analyses and implement corrective actions to prevent recurrence.
• Identify recurring problems and recommend improvements to enhance client performance and reliability.
• Review client environments and provide recommendations to maintain supported technology standards.
• Maintain accurate client documentation and ticket updates, following change management.
• Mentor and support junior engineers through coaching and knowledge sharing.
• Use RMM and monitoring platforms to proactively identify and resolve issues.
• Ensure all work is documented per SOPs and change management standards.
• Participate in team meetings, training, and continuous improvement initiatives.
• Support a 24/7 service delivery model and after-hours shifts.

Skills

Microsoft 365 administration

Level 2 support

Technical troubleshooting

Mentoring junior engineers

Customer-focused

Education

Bachelor's degree in information technology or related field

Tools

ConnectWise Automate

ConnectWise RMM

Azure administration

VMware

VDI

Intune

Autopilot

Microsoft Teams

Active Directory

Job description

ScalableOS is seeking a Senior Support Desk Specialist to provide advanced remote technical support and act as a primary escalation resource within a fast-paced MSP. You will troubleshoot Microsoft 365 environments, virtualization platforms, and core infrastructure while mentoring junior engineers and ensuring high client satisfaction.

The role requires proactive, customer-focused professionals who can document issues, adhere to SLAs, and collaborate with vendors to resolve complex problems.