Senior Helpdesk Engineer

1 week ago

Manila, Philippines Yempo - Your Employees Offshore Full time

Overview We have an exciting night shift opportunity available for a Senior Helpdesk Engineer . Work from home or the office – you choose About the Client Our US-based client is a Managed Service Provider (MSP) serving small to mid-sized businesses (40–500 users) for over 20 years. They automate, script, and document to keep IT simple and stress-free, using tools such as Kaseya, Freshdesk, Meraki, Addigy, Microsoft 365, Google Workspace, SentinelOne, Huntress, and more. Your Responsibilities Be the first point of contact for support calls and tickets through Freshdesk Troubleshoot and resolve desktop, network, and application issues Document every action clearly in our ticketing system Follow SOPs and contribute to internal documentation Deliver a professional, empathetic experience with every client interaction Monitor tickets to ensure timely updates and SLA compliance Your Background 3+ years of helpdesk or IT support experience (MSP experience strongly preferred) Strong knowledge of Windows 10/11 and Microsoft Office Hands-on experience with RMM tools (Kaseya, ScreenConnect, or similar) Microsoft 365 admin experience and SaaS troubleshooting skills Familiarity with Active Directory basics (users, groups) Solid grasp of networking fundamentals Ability to explain tech clearly to non-technical people High standards for communication, documentation, and follow-through Fluency in written and spoken English Experience with macOS or Google Workspace administration Exposure to Azure, Hyper-V, or other virtualization technologies Industry certifications (A+, Net+, Security+, MCSA, CCNA, MCSE, etc.) Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate. #J-18808-Ljbffr

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