Service Desk Technician 1

ScalableOS; Philippines; Remote; PHP 335,000 - 513,000; Full time

Job summary

ScalableOS in Philippines is seeking a Managed Services Engineer 1 to join our customer-focused Service Desk. You will resolve tickets promptly, support the team, and help achieve department goals with strong teamwork and quality service.

The role requires 2+ years in MSP technical support, A+ or equivalent, solid troubleshooting and documentation skills, and readiness for a permanent night shift with a long-term work-from-home arrangement.

Qualifications

• 2+ years of technical support experience in a MSP setting.
• A+ certification or demonstrated equivalent skills.
• Strong troubleshooting and analytical thinking skills.
• Ability to prioritize by issue criticality.
• Strong documentation skills for users and staff.
• Experience with office apps, DNS/DHCP, storage solutions, and remote access tools.
• Familiarity with MSP tools (PSA, RMM, MDM) is a plus.

Responsibilities

• Serve as frontline engineer, answering calls and resolving issues to maintain productivity.
• Document SOPs and customer details with notes in the ticketing system.
• Maintain high standards of service and customer delight.
• Install, test, and configure workstations and software for performance.
• Communicate with customers in a friendly, empathetic manner.
• Participate in weekly on-call rotation for after-hours support.
• Follow SOPs and adapt to evolving business needs.

Skills

Troubleshooting

Documentation

Customer service

Analytical thinking

Teamwork

Prioritization

Communication

Tools

Office apps

DNS/DHCP

Microsoft 365

Remote Desktop Services

Job description

makati, Philippines | Posted on 08/25/2026

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

About Us

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

Job Description

SUMMARY

As a Managed Services Engineer 1, you are a frontline, customer-centric engineer supporting our customers’ technology programs on the Service Desk. Success is measured by your ability to resolve tickets timely with high customer satisfaction, as well as supporting your team in the success of departmental goals. This role requires strong teamwork, organizational skills, and a dedication to quality customer service. Flexibility to adapt to changing priorities is crucial.

JOB RESPONSIBILITIES

• Serve as a frontline engineer to our customer base by answering incoming calls, resolving issues to ensure productivity.
  
• Document standard operating procedures and customer technical details, following documentation guidelines, and submit detailed notes accounting for customer interactions within the ticketing/documentation system.
  
• Constantly focus on delighting all customers by maintaining high standards of service.
  
• Install, test, and configure new workstations, peripheral equipment, and software, ensuring high performance and efficiency.
  
• Communicate with customers in a friendly and empathetic manner.
  
• Participate in a weekly on-call rotation to support the team, ensuring availability for after-hours support and urgent client needs.
  
• Adhere to all standard operating procedures and policies.
  
• Other tasks as customer and business needs evolve.
  

QUALIFICATIONS

• 2+ years of technical support experience in a Managed Services Provider setting.
  
• A+ certification or demonstrated equivalent skills.
  
• Demonstrated analytical thinking skills and troubleshooting skills.
  
• Ability to prioritize based on issue criticality.
  
• Strong documentation skills for both users and internal staff.
  
• Competent Skills in:
  
• Office application troubleshooting
  
• DNS/DHCP troubleshooting and administration
  
• Troubleshooting storage solutions
  
• Microsoft 365, Google Workspace, and Remote Desktop Services
  
• Introductory Skills in:
  
• Android/iOS administration and troubleshooting
  
• WAN/LAN networking, including routing, switching, security, and load balancing
  

Nice to Have:

• Network+ certification.
  
• Microsoft Entra and Intune.
  
• Familiarity with MSP tools such as PSA, RMM, MDM, and network monitoring.
  
• Strong customer service orientation with a patient and empathetic approach to resolving user issues.
  
• Excellent self-starter with critical thinking abilities.
  
• Effective time and task management.
  
• Strong organizational and interpersonal skills, with the ability to communicate technical scenarios in common terms.
  
• Adaptability to rapidly changing priorities.
  
• Positive attitude and a proactive approach to problem-solving.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement
  
• Should be amenable to a permanent night shift schedule