MSP Service Desk Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Act as the main point of contact for client support inquiries, providing Tier 1 resolutions while ensuring exceptional and professional customer service.

• Collaborate with account managers and senior leadership to ensure high-availability and reliable service delivery across client environments.

• Proactively monitor client environments, facilitating both preventive maintenance and swift resolution of reactive issues.

• Assist in core service delivery initiatives, including hardware installations, software deployments, cloud migrations (e.g., Microsoft 365 / Google Workspace), data processing, and network enhancements.

• Engage in root cause analysis (RCA) for recurring issues, implementing documented solutions and escalating systemic problems to senior engineers for lasting resolutions.

• Create and update technical documentation, standard operating procedures (SOPs), and knowledge base entries to enhance team workflows.

• Adhere to the established escalation matrix, transferring issues that surpass Tier 1 scope to senior engineers with comprehensive context and history.

• Work collaboratively across teams to eliminate technical obstacles, enhance automation, and maintain optimal daily operations.

• Achieve or surpass defined SLA response and resolution objectives across all assigned tasks.

• Provide Tier 1 support for Windows and macOS workstations, including imaging, provisioning, OS and firmware updates, driver conflict resolution, peripheral and printer setup, and performance troubleshooting.

• Manage end-user accounts across Active Directory, Microsoft Entra ID (Azure AD), and Google Workspace.

• Execute user lifecycle processes: onboarding provisioning, offboarding deprovisioning, and hardware refresh, adhering to documented checklists.

• Oversee and troubleshoot endpoints via RMM and MDM platforms (e.g., NinjaRMM, Intune, Mosyle, Jumpcloud).

• Install, configure, and resolve issues with business applications and productivity suites (Microsoft 365, Google Workspace, web browsers, VPN clients, and line-of-business applications).

• Address connectivity challenges across Wi-Fi, VPN, DNS, and the local network for end-user devices.

• Triage endpoint security alerts (EDR/antivirus, phishing reports) and remediate or escalate according to playbook procedures.

• Verify backup completion and endpoint health, identifying anomalies for necessary remediation.

• Provide support for mobile devices under MDM enrollment (iOS/Android), including email, MFA, and app configuration.

• Log every client interaction as a ticket in the PSA/ticketing system.

• Generate tickets with accurate categorization and clear summaries of the issues.

• Maintain ticket hygiene throughout the lifecycle, keeping status, ownership, and next action fields updated at all times.

• Document all troubleshooting steps, findings, and time entries in real time.

• Ensure timely and professional communication with clients within SLA-defined intervals.

• Promptly escalate stalled or out-of-scope tickets, providing complete history.

• Confirm resolution with the end user prior to closing tickets.

⛳️ Requirements

• 1–3 years of experience in customer-facing IT support and helpdesk operations.

• Over 1 year of experience in a Managed Service Provider (MSP) setting.

• Strong customer service orientation and the ability to function effectively in a ticket-driven, SLA-focused environment.

• Proficient in conflict resolution and interpersonal skills.

• Hands-on experience with a PSA/ticketing system and an RMM tool.

• Working knowledge of Microsoft 365 and Google Workspace administration; familiarity with Active Directory / Microsoft Entra ID.

• Comfortable providing support for both Windows and macOS workstations in a professional setting.

• Solid understanding of client/server technology, network fundamentals, email management, virtualization, shared storage, and remote access.

• Practical knowledge of business continuity and disaster recovery protocols.

• ITIL Foundation certified or familiar with IT service management best practices, policies, and compliance.

• Strong analytical, critical-thinking, and problem-solving abilities with keen attention to detail.

• Exceptional English verbal and written communication skills.

• A fully functional and up-to-date computer.

• Willingness to install next-generation endpoint protection on the computer.

• Current resident of the Philippines.

• Available to work during US Pacific time zone hours (8:00 AM – 5:00 PM PST).

🏝️ Benefits

• Flexible work schedules.

• Ability to balance personal and professional life.