Service Desk L1 - US Day

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

• 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 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