Senior Help Desk Engineer

2 days ago

Makati City, National Capital Region, Philippines Helix Systems Full time ₱1,200,000 - ₱2,400,000 per year

Senior Helpdesk Engineer

Remote | Sat–Tue | 10:00 AM – 8:00 PM Eastern

About Helix Systems

At Helix Systems, we've been helping small and mid-sized businesses (40–500 users) solve their IT and cybersecurity challenges for over 20 years. As a Managed Service Provider (MSP), we pride ourselves on making IT simple, stress-free, and efficient.

We automate, we script, and we document because IT should be smooth, not stressful. Our clients trust us because we invest in tools and solutions that work. Some of our favorites: Kaseya, Freshdesk, Meraki (yes, the full stack), Addigy, Microsoft 365, Google Workspace, SentinelOne, Huntress, and more.

Why This Role Matters

Our Help Desk is fast, precise, and customer obsessed Most requests are solved in under 20 minutes. As a Senior Helpdesk Engineer, you'll be on the front lines, tackling issues across modern IT stacks, keeping businesses running, and delivering great user experiences.

If you thrive in a high velocity, high standards environment and love solving hands on problems, this role is for you.


Schedule & Location

  • Remote
  • Saturday through Tuesday, 10:00 AM – 8:00 PM Eastern (4×10 schedule)

What You'll Do

  • 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

The Kinds of Issues You'll Handle

  • Outlook crashes, mailbox connectivity, search/indexing problems
  • Password resets, account lockouts, and MFA troubleshooting
  • Printer and VPN access issues
  • System performance (slowness, high CPU/disk usage)
  • Drive mapping and file access errors
  • Zoom/Teams glitches (audio, video, settings)
  • Microsoft 365 & Google Workspace account and sync problems
  • SharePoint access & sync issues
  • Endpoint security alerts (SentinelOne / Huntress)
  • Basic networking diagnostics (Wi-Fi, DNS, IP, DHCP)

What You Bring

  • 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

Bonus Points For

  • 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.)

How to Apply

When applying, please answer the following:

  1. Do you have MSP experience? (YES / NO)

  2. Rate yourself (1 = never used, 2 = beginner, 3 = expert) on:

  3. RMM tools (Kaseya, Ninja, N-able, etc.)

  4. Ticketing systems (ConnectWise, Freshdesk, Autotask, etc.)
  5. Office 365 management
  6. Azure
  7. Active Directory
  8. Hyper-V
  9. Google Workspace
  10. macOS
  11. What certifications do you hold?
  12. What are your compensation requirements?
  13. Why are you leaving your current/last job? (It's okay to be honest.)
  14. Tell us about an IT project or achievement you're proud of.

Why you'll love working here: We value efficiency, learning, and collaboration. You'll get exposure to a wide range of tools and environments, sharpen your technical skills daily, and work with a team that has your back.

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