IT Helpdesk Engineer Level 1 & 2
We are a Managed Service Provider (MSP) looking for a skilled and communicative IT Helpdesk Technician to support our clients on a morning shift. You will be the first and second line of support for end users, resolving technical issues efficiently across a range of Microsoft and communications technologies.
Schedule
Working Hours: Monday Friday, 6:00 AM 3:00 PM (Philippine Standard Time)
Language Requirement
English Proficiency: Fluent spoken and written English is mandatory. You will communicate directly with English-speaking clients via phone, email, and chat daily. Non-negotiable.
Responsibilities
Serve as the first point of contact for client IT support via phone (3CX), email, and ticketing system
Handle and resolve Level 1 and Level 2 helpdesk tickets within SLA timeframes
Troubleshoot Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), and Azure AD
Manage 3CX phone system: extensions, call queues, ring groups, voicemail, and basic PBX administration
Perform user onboarding/offboarding: account creation, M365 licensing, MFA setup, device provisioning
Remote desktop support using RMM tools (NinjaRMM, ConnectWise Automate, Datto, or similar)
Manage and resolve tickets in PSA tools (ConnectWise Manage, Autotask, HaloPSA, or similar)
Troubleshoot network issues: DNS, DHCP, VPN, basic firewall, and connectivity
Monitor client infrastructure alerts and respond proactively to prevent downtime
Escalate complex issues to senior engineers with thorough documentation
Maintain accurate and detailed ticket notes and KB articles
Assist with backup monitoring and incident response (Veeam, Datto, Acronis)
Requirements
14 years of IT helpdesk or technical support experience, preferably in an MSP environment
Hands-on experience with Microsoft 365 administration and Azure Active Directory
Experience with 3CX VoIP phone system (administration and end-user support)
Solid understanding of Windows OS environments (10/11, Server basics)
Familiarity with PSA and RMM tools used in MSP environments
Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, routing
Strong troubleshooting methodology you diagnose before you fix
Fluent English written and verbal, client-facing confidence required
Reliable high-speed internet connection and a quiet, professional home office setup
Able to work independently and manage a queue of concurrent tickets
Nice to Have
CompTIA A+, Network+, or Microsoft certifications (MS-900, MS-100, AZ-900)
3CX Certified Technician designation
Experience supporting North American clients
PowerShell scripting basics
Familiarity with Intune / endpoint management
macOS support experience
What We Offer
Stable, long-term remote position
Competitive salary based on experience level
Morning shift no overnight hours
Exposure to diverse MSP client environments and technologies
Opportunity to grow into senior technical or team lead roles
To apply, send your CV and a short cover letter in English. Applications without good English level not be considered.
