Support Technician, After-Hours

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

📋 Description

• Managing support tickets for Microsoft AD, Azure, M365, and Exchange during off-hours in Australia.

• Diagnosing issues with desktops, servers, firewalls, and networks for a diverse range of clients.

• Taking responsibility for the support queue during your shift: prioritizing, resolving, and escalating issues with sound judgement.

• Accurately documenting incidents to ensure the day team begins their work without uncertainty.

• Providing support for cloud platforms including Azure AD, Entra, HyperV, Citrix, and Veeam.

• Being the reassuring voice that clients hear when unexpected problems arise after hours.

⛳️ Requirements

• Minimum of 2 years of experience in managed service providers (MSP) or helpdesk roles, enabling you to recognize what constitutes an "urgent" issue.

• Strong background in Microsoft 365, Active Directory, and Windows Server.

• Familiarity with PSA/RMM tools such as ConnectWise Manage or similar platforms.

• Excellent written and spoken English skills. Providing succinct updates is crucial during late hours.

• Ability to remain calm under pressure; afterhours is not the time for panic.

• Additional points for experience with Datto, Huntress, Auvik, IT Glue, or SolarWinds.

🏝️ Benefits

• Health Maintenance Organization (HMO) coverage from day one — including one dependent and dental coverage.

• Complimentary access to Uprise — offering 1:1 coaching with qualified psychologists or counselors.

• "Never Stop Growing" initiative — 10 paid study days per year, coverage for certification costs, and salary increases for obtaining certifications.

• 25 paid leave days each year.

• ₱20,000 Employee Referral Program.

• MVP Award — ₱10,000.

• Social events, end-of-financial-year (EOFY) and Christmas celebrations.

• Profit sharing* and loyalty bonuses*.