Service Desk L1/NOC - Afterhours

ScalableOS; Makati; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

ScalableOS in Makati, Philippines is seeking a Service Desk — L1/NOC to deliver first-level support and monitor client environments. This hybrid role requires handling calls, tickets, and basic incident triage to keep client systems up and running.

You will use ConnectWise and the RMM platform to respond to alerts, log problems, and coordinate with higher level engineers. Availability includes evenings, weekends, and holidays to support 24x7 commitments.

Qualifications

• High school diploma and two years of relevant experience, or an associate degree in IT.
• Minimum 2 years of related experience; hands-on with listed systems preferred.
• Certifications like MCSA/CCNA/CompTIA preferred.
• Solid understanding of administration of network OS, apps and services in a client environment.
• Excellent communication and organizational skills; able to work with technical and non-technical clients.

Responsibilities

• Monitor the ConnectWise board and respond to alerts generated through company's RMM tool with troubleshooting and remediation.
• Answer client calls, emails, system alerts, and correspondence promptly.
• Determine severity and priorities; assign service requests to appropriate resources.
• Log client problem information and create tickets using company tools.
• Provide Tier 1 support and escalate when necessary.
• Communicate status and estimated resolution times to clients.
• Proactively monitor event logs and drive space on client servers/workstations.
• Support move/add/change/delete requests and verify resolution.
• Troubleshoot systems to identify resources for resolution and verify functionality.
• Maintain client documentation and perform vulnerability remediation tasks.
• Develop and contribute to best practices and procedures.
• Attend required meetings and follow company policies.

Skills

Helpdesk

Network monitoring

Incident triage

Customer service

MS Office

Communication

Time management

Education

High school diploma

Associate degree in IT

IT certifications (MCSA/CCNA/CompTIA)

Tools

AD Connect

Hyper-V

RDS/RDP

VMware/VDI

Azure

Microsoft 365

Intune

Citrix

Job description

Makati, Philippines

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

The Service Desk — L1/NOC is responsible for providing quality services and solutions to company’s clients while maintaining a high level of client satisfaction. This hybrid role combines first-level helpdesk support with proactive NOC monitoring responsibilities — answering client calls and service requests, triaging and resolving incidents, and monitoring infrastructure alerts generated through company’s RMM platform and network monitoring tools. This role provides Tier 1 technical support, determines problem severity, escalates appropriately, and ensures client systems are proactively monitored and maintained. This role operates across extended hours including evenings, weekends, and holidays to support company’s 24x7 service delivery commitments.

JOB RESPONSIBILITIES

• Monitor the ConnectWise board and respond to alerts generated through company's RMM tool by providing technical troubleshooting and remediation.
  
• Answer client calls, emails, system alerts, and all correspondence in an appropriate and timely manner.
  
• Accurately and appropriately determine the severity of the problem or service request to establish priorities, and assign service requests to the appropriate resource.
  
• Accurately and promptly log client problem information and create a service ticket using company-provided applications and technology.
  
• Provide Tier 1, first-level support resolutions; elevate to appropriate resources when resolution is beyond scope.
  
• Provide prompt communications to clients (internal and external) on detailed status information and estimated resolution times.
  
• Proactively monitor and remediate event logs and drive space on client servers and workstations.
  
• Provide remediations and support for move/add/change/delete type of requests.
  
• Troubleshoot systems and applications to identify proper resources to assign for resolution; verify functionality upon completion.
  
• Maintain client documentation including but not limited to AV and backup configuration, client contact information, and database records.
  
• Perform vulnerability remediation tasks and other proactive maintenance activities during periods of lower alert and ticket volume.
  
• Develop and contribute to best practices, operations procedures, and design documentation to create efficiencies.
  
• Accurately maintain and comply with documentation and administrative procedures in a timely manner, including ticket updates and time entry.
  
• Attend required company and department meetings.
  
• Act in accordance with company policies and procedures as set forth in the Employee Handbook.
  
• Perform other related duties as assigned.
  

QUALIFICATIONS

• High school diploma and two years of relevant experience, or an associate degree in Information Technology or a related field; or equivalent combination of education and experience.
  
• Minimum 2 years of previous related experience required. Experience with several of the following systems preferred: AD Connect, Hyper-V, RDS/RDP, VMware/VDI, RADIUS, Duo, Azure, Microsoft 365, Intune, Autopilot, Teams, FSLogix, Citrix.
  
• MCSA (Microsoft Certified Solutions Associate), CMNA, CCENT (Cisco Certified Entry Networking Technician), CCA (Citrix Certified Administrator), VCA, EMC-SA, BAIS, A+, Network+ or Security+ Preferred
  
• Solid understanding of the administration of network operating systems, applications, and services found in a client environment.
  
• Proficiency with business collaboration tools such as MS Office applications, Outlook, and company and client-specific programs.
  
• Solid customer service abilities including strong verbal and written communication skills with both technical and non-technical clients.
  
• Commitment and initiative — see tasks through from start to finish, self-starter who identifies and resolves problems in a timely manner and escalates appropriately when needed.
  
• Excellent organizational and time management skills — ability to prioritize and manage multiple tasks simultaneously, work within defined timelines, and adapt to changing priorities.
  
• Demonstrate accuracy and thoroughness; apply feedback to improve performance and monitor own work to ensure quality.
  
• Flexibility — adapt to changes in the work environment and adjust approach to best fit the situation.
  
• Teamwork — contribute positively to team outcomes, share responsibility, exhibit openness to others’ perspectives, and welcome feedback.
  
• Enthusiastic and dedicated to the challenge of helping clients and colleagues solve problems.
  
• Function collaboratively as part of a fast-paced, client-oriented team operating across extended and non-standard hours.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to working extended-hours shifts, including evenings, weekends, and holidays, as required by business needs.