MSP Technical Support Analyst

3 days ago

Baguio City, Cordillera, Philippines NGRons Full time ₱400,000 - ₱600,000 per year

About us

PacificTSP is a premium managed service provider and BPO. We provide technical support and staffing services to US based MSP's.

Please Note

The role is in Baguio and will require working in our office. You will be assigned to a single US based company with the expectation you can grow in this role over time and work with their (very friendly and helpful) team.

Key Responsibilities

  • Serve as the first point of contact for client-reported issues, professional, courteous, and efficient.
  • Triage, document, and resolve service requests using ConnectWise Manage in line with SLAs.
  • Achieve and maintain an FCR (First Contact Resolution) rate of 80% or higher.

  • Diagnose and resolve technical issues involving:

  • Network connectivity/access

  • Desktop and laptop hardware
  • Software applications and cloud platforms
  • Peripheral devices (printers, scanners, etc.)
  • Deliver clear, timely, and customer-focused communication throughout the ticket lifecycle.
  • Accurately document all actions, resolution steps, and details following company standards.
Candidate Profile
  • Excellent verbal and written English communication
  • Strong interpersonal skills with a customer-centric mindset
  • Detail-oriented and process-driven
  • Minimum of 2 years' experience in IT support
  • Experience with Active Directory and Office year each preferred)
  • Reliable, punctual, and a collaborative team player
Technical Must-Haves
  • Windows 10/11
  • Windows Server 2012– years experience.
  • Active Directory & Entra ID (Azure AD)
  • Office 365 (Exchange, SharePoint)
  • Group Policy
  • Basic LAN/WAN network troubleshooting.
  • Network printer setup and deployment
  • General hardware and software troubleshooting
Nice to Have
  • +++ MSP experience +++
  • SonicWall
  • Ubiquiti networking gear
  • ConnectWise Ticketing, Automate
  • ScreenConnect
  • SolarWinds Backup
Benefits
  • 5 Day Work Week
  • US based company
  • Excellent pay
  • A small team, so you get to know everybody
  • Friendly client, we don't work with bad ones

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