Support Desk Specialist

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

Makati City, Philippines | Posted on 11/04/2026

• 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 Support Desk Specialist is responsible for providing advanced remote technicalsupport and delivering high-quality IT solutions to clients while maintainingexceptional customer satisfaction. This role serves as a senior escalation resourcewithin the Service Desk team, troubleshooting complex issues, mentoring juniorengineers, and proactively identifying opportunities to improve client environments.

The ideal candidate has strong experience supporting Microsoft 365 environments,virtualization technologies, remote desktop solutions, and core infrastructureplatforms. This position requires a proactive, customer-focused professional who caneffectively troubleshoot, document, and resolve technical issues within a fast-pacedmanaged services environment.

JOB RESPONSIBILITIES

• Provide advanced remote technical support and help desk services to clientswhile meeting established service level agreements (SLAs).
• Serve as an escalation point for complex technical issues and assist Service Deskteam members with troubleshooting and issue resolution.
• Troubleshoot and support Microsoft 365 environments, including ExchangeOnline, Teams, Intune, Autopilot, and related services.
• Support virtualization platforms including Hyper-V, VMware, VDI environments,and remote desktop technologies.
• Diagnose and resolve backend application server issues, authenticationproblems, and infrastructure-related incidents.
• Work directly with vendors and third-party providers to troubleshoot and resolvetechnical issues impacting client environments.
• Conduct root cause analysis and implement corrective actions to preventrecurring issues.
• Identify recurring problems and proactively recommend improvements toenhance client performance, reliability, and operational efficiency.
• Review client environments and provide recommendations to ensure supportedtechnology standards are maintained.
• Maintain accurate client documentation, technical procedures, and ticket updates.
• Mentor and support junior engineers through coaching, knowledge sharing, andtechnical guidance.
• Utilize RMM and monitoring platforms to proactively identify and resolve issues.
• Ensure all work is properly documented and completed in accordance withoperational procedures and change management standards.
• Participate in team meetings, training sessions, and continuous improvementinitiatives.
• Support a 24/7 service delivery model and work assigned after-hours shifts.

QUALIFICATIONS

• Minimum 2 years of experience supporting Microsoft 365 environments in an ITsupport, systems administration, or managed services environment.
• Experience providing Level 2 technical support and troubleshooting complexinfrastructure issues.
• Strong experience with Microsoft 365 administration and support.
• Strong experience with Hyper-V virtualization.
• Experience troubleshooting backend application server issues.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs,authentication, and remote access technologies.
• Experience supporting Active Directory and identity management solutions.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor and assist junior technical staff.
• Experience working within a ticket-driven support environment.
• Bachelor's degree in information technology, Computer Science, or a relatedfield, or equivalent practical experience.

Preferred

• Experience with Azure administration and support.
• Experience with VMware, VDI, and remote desktop technologies.
• Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune,Autopilot, and Microsoft Teams.
• Experience with SAN, storage, virtualization, and server infrastructuretechnologies.
• Experience using ConnectWise Automate, ConnectWise RMM, or similarmonitoring and management tools.
• Experience within a Managed Services Provider (MSP) environment.
• Industry certifications such as:o CCNAo VCPo MCSEo Citrix Certified Professional (CCP)o Microsoft Certificationso Other relevant infrastructure certifications

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to shift schedules that include evenings, weekends, andholidays.
• Specific shift assignments will be determined based on team coverage needsand may rotate (US Time Zone).