Senior Helpdesk Engineer

1 week ago

Mandaluyong, Philippines RemotePro.ph Full time

Overview

Senior Helpdesk Engineer (MSP + WFH + Benefits). We're looking for a hands-on senior IT professional who can support clients at all levels while also leading or assisting with IT projects and driving innovative solutions. Our senior team members are critical to supporting our clients and their users, resolving complex issues, preventing future problems, and improving client IT environments. This role is ideal for someone who enjoys solving challenging technical problems and designing and implementing improvements that make a real impact.

To apply and submit your application, visit our website

Key Responsibilities
  • Client Support: Provide technical support to clients via phone, email, and remote access—handling everything from basic troubleshooting to advanced escalations
  • Diagnose and resolve hardware, software, and network issues for multiple clients
  • Perform O365 and Windows administration, user account management, and access provisioning
  • Support and troubleshoot VOIP systems (e.g., 3CX)
  • Manage and maintain RMM and PSA tools (e.g., Datto, Halo)
  • Mentor junior engineers and provide guidance to improve team troubleshooting skills
Projects & Innovation
  • Lead or assist with IT projects, e.g., cloud migrations, system upgrades, deployments, and process automation
  • Identify and implement solutions to reduce recurring issues and improve efficiency
  • Develop and maintain PowerShell scripts to automate routine tasks and streamline operations
  • Collaborate with vendors and clients to plan, test, and deliver new IT solutions
Documentation & Communication
  • Log issues and resolutions accurately for future reference
  • Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery
Requirements
  • Previous experience working in an MSP environment is a plus
  • Excellent communication skills - able to have comfortable, friendly conversations in English without being overly formal or technical
  • Strong attention to detail and follow-through - "never let it go until it\'s solved."
  • Demonstrable experience working with Windows systems (client/server) and O365 administration
  • Proficiency in advanced troubleshooting methodologies
  • Scripting skills, particularly in PowerShell, to automate tasks and improve efficiency
  • Experience with VOIP systems and a solid understanding of network infrastructure
  • Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo)
  • Solid experience with Office 365 and Azure fundamentals or equivalent skills
  • Ability to handle difficult tasks, set proper expectations, and deliver solutions within a reasonable timeframe
  • Out-of-the-box thinker - proactive, creative, and always looking to improve processes
  • Willingness to go the extra mile to ensure client satisfaction
  • Ability to "figure things out" when facing new or unfamiliar technologies
Benefits
  • Permanent Work from Home
  • Competitive Salary
  • HMO
  • Mental health programs
  • Maternity Assistance through HMO (female employees)
  • Paid Vacation Leave
  • Technology Allowance
  • Internet Allowance
  • Weekly Payout
  • Career growth and advancement
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting

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