MSP Helpdesk

MSP Helpdesk & Service Delivery Technician

Join to apply for the MSP Helpdesk & Service Delivery Technician role at Emapta Global.

Overview

Join a fast-paced IT environment where your skills help keep entire systems running. This role provides international exposure within a global MSP and supports operations for global clients from the Philippines.

Job Description

As an MSP Helpdesk & Service Delivery Technician, you will support day-to-day technical operations, provide Level 1-2 assistance, and ensure system stability for business clients. You will work with modern MSP tools, troubleshoot issues, onboard clients, and monitor system alerts to deliver dependable service.

Job Details

• Employment type: Full-time
• Shift: Day Shift
• Work setup: Onsite (Makati)

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

Qualifications

• 3-5+ years' experience in a Helpdesk , NOC , or MSP environment
• Proven hands-on expertise in Datto RMM (monitoring, patching, automation)
• Proven hands-on expertise in Datto EDR (endpoint protection)
• Skilled in Microsoft 365 support (Outlook, Teams, SharePoint, Exchange)
• Proficient in Windows 10/11 support and basic server administration
• Experienced in Entra ID / Azure AD user and group management
• Knowledgeable in backup and restore procedures (Datto SaaS Protection preferred)
• Solid understanding of basic networking (IP, DNS, VPN, firewalls)
• Strong documentation skills with exceptional attention to detail
• Excellent English communication skills (written and verbal)
• Process-driven, proactive, and highly dependable
• Able to support multiple customers across varied systems
• Willing and available to work full-time aligned with AEST/AEDT business hours

Your Daily Tasks Helpdesk Support

• Provide Level 1-2 technical support via Autotask PSA
• Troubleshoot Microsoft 365, endpoint, backup, antivirus, and connectivity issues
• Log tickets and time entries accurately and clearly
• Escalate complex issues to senior team members or vendors
• Communicate effectively with clients and uphold SLA response/resolution times

Service Delivery Support

• Assist with onboarding new clients and devices, including setup and configuration
• Support the deployment of policies, profiles, and service bundles
• Document customer environments and procedures using IT Glue and myITprocess
• Maintain onboarding templates and delivery checklists

NOC Responsibilities

• Monitor alerts and system health via Datto RMM, RocketCyber, SaaS Alerts, and backup systems
• Respond to events, carry out remediation steps (e.g. patching, reboots, threat clean-up)
• Escalate recurring issues or advanced incidents for further investigation
• Ensure endpoint protection, patch compliance, and system uptime

About the Client

Smarter Systems. Smoother Support. Our client is an Australian-based Managed Service Provider dedicated to delivering reliable, high-performing IT support to business clients. They focus on streamlined tech operations, smart automation, and responsive service delivery while building strong client relationships.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta offers stability and exciting career opportunities with international clients, collaboration, and innovation. Apply now and be part of the #EmaptaEra

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Outsourcing and Offshoring Consulting

We’re unlocking community knowledge in a new way. Experts add insights directly based on each article, started with the help of AI.

#J-18808-Ljbffr

---