Level 1 Service Desk Technician

2 weeks ago

Quezon City, National Capital Region, Philippines ScalableOS Full time $40,000 - $80,000 per year

This is a remote position.

SUMMARY
We are seeking a dedicated and customer-focused Level 1 Service Desk Technician to provide frontline IT support for a wide range of clients. This role serves as the first point of contact for users encountering hardware, software, and application-related issues. The ideal candidate combines technical knowledge with strong communication skills to support mostly non-technical users in a fast-paced, multi-client environment.

JOB RESPONSIBILITIES
  • Serve as the initial contact for technical assistance via phone and email.
  • Perform remote troubleshooting and issue triage using standardized procedures and documentation.
  • Support and resolve Tier 1 issues related to Microsoft 365 (Teams, Outlook, OneDrive, SharePoint, etc.).
  • Manage and troubleshoot user accounts and permissions across platforms including Active Directory, AzureAD (Microsoft Identity), MacOS, and Jira/Confluence.
  • Perform basic network troubleshooting (TCP/IP, DNS, DHCP) and connectivity checks.
  • Assist with software installations, updates, and basic hardware issues.
  • Document, categorize, and prioritize service requests and incidents within the ticketing system (familiarity with Kaseya AutoTask PSA is a plus).
  • Manage assigned tickets to ensure timely resolution in line with SLAs.
  • Escalate complex or unresolved issues to Level 2/3 technicians with proper documentation.
  • Maintain clear communication and status updates with customers throughout the support process.
  • Participate in continuous improvement initiatives for service desk processes and documentation.
  • Provide outstanding customer service and maintain a professional demeanor in all client interactions.
QUALIFICATIONS
  • High school diploma or equivalent; Associate degree in IT or related field preferred.
  • 1–3 years of experience in technical support or helpdesk environment.
  • Proficiency in Windows operating systems and Microsoft 365 suite.
  • Basic understanding of Mac OS troubleshooting and general networking concepts (TCP/IP, DNS, DHCP).
  • Familiarity with remote support tools and ticketing systems.
  • Strong communication and customer service skills.
  • Ability to explain technical concepts clearly to non-technical users.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work in a fast-paced environment and manage multiple priorities.
  • CompTIA A+ or equivalent certification. (preferred)
  • Prior experience in a Managed Services Provider (MSP) or multi-client environment.
  • Familiarity with RMM and PSA systems (Datto RMM, Kaseya AutoTask).
  • Experience with Active Directory, Office 365, and Azure.
  • Understanding of ITIL processes and service desk best practices.
  • Exposure to antivirus tools and security protocols.
JOB REQUIREMENTS
  • Full-time availability for remote work.
  • Shifts may vary and range between 8 to 12 hours, Sunday–Saturday.
  • May be required to participate in rotating shifts or on-call support.
  • Must be comfortable managing multiple support issues simultaneously.
  • Strong commitment to continuous learning and professional development.

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