Senior Help Desk Engineer

4 hours ago

Makati City, National Capital Region, Philippines Helix Systems Full time $70,000 - $120,000 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.

  • Principal Help Desk Engineer

    2 days ago

    Makati City, National Capital Region, Philippines Deltek Full time $90,000 - $120,000 per year

    As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced,...

  • Help Desk Specialist

    1 week ago

    Makati City, National Capital Region, Philippines beBeeSupport Full time ₱60,000 - ₱90,000

    Job SummaryWe are seeking a skilled Service Desk Professional to join our Business SaaS team. This role involves providing end-to-end management of clients, including first-level support, incident recording, and report production.Key Responsibilities:Provide Help Desk support as a single point of contact for internal and external clients.Assess customer...

  • Help Desk Support

    2 days ago

    Makati City, National Capital Region, Philippines NEW CANAAN INSURANCE AGENCY Full time ₱104,000 - ₱130,878 per year

    Position: Help Desk SupportLocation: Makati CityThe Help Desk Support will serve as the first point of contact for clients' inquiries and concerns related to Life Insurance, HMO/Medical benefits, and Personal Accident Insurance. This role ensures timely resolution, accurate information dissemination, and efficient coordination with providers and internal...

  • Help Desk Technician

    4 days ago

    Mandaluyong City, National Capital Region, Philippines beBeeTechnical Full time ₱150,000 - ₱250,000

    Technical Support Associate RoleThis exciting opportunity involves working in a dynamic IT environment where you will be responsible for delivering exceptional customer service to internal and external customers.Candidates must possess a strong passion for helping others, excellent communication skills and the ability to work effectively in a team-based...

  • Help Desk Support Specialist

    1 week ago

    Quezon City, National Capital Region, Philippines beBeeSupport Full time

    **Job Title:** Help Desk Support Specialist We are seeking a highly skilled and detail-oriented Help Desk Support Specialist to join our team. As a Help Desk Support Specialist, you will be responsible for providing technical support and assistance to employees and clients. Key Responsibilities: Manage IT Service Desk: Provide remote support and...

  • Service Desk Engineer

    2 days ago

    Makati City, National Capital Region, Philippines Booth & Partners Full time $60,000 - $80,000 per year

    Position OverviewWe are looking for an experiencedService Desk Engineerto provide responsive and proactive support. A Service Desk Engineer must have strong technical knowledge and be able to communicate effectively to understand issues and escalate when necessary.The goal is to create value for clients that helps preserve the organization's reputation and...

  • Service Desk Engineer

    2 days ago

    Makati City, National Capital Region, Philippines Booth and Partners Full time $40,000 - $80,000 per year

    Position OverviewWe are looking for an experienced Service Desk Engineer to provide responsive and proactive support. A Service Desk Engineer must have strong technical knowledge and be able to communicate effectively to understand issues and escalate when necessary.The goal is to create value for clients that helps preserve the organization's reputation and...

  • Service Desk Engineer

    2 days ago

    Makati City, National Capital Region, Philippines Booth and Partners Pte Ltd Full time ₱900,000 - ₱1,200,000 per year

    Position Overview We are looking for an experienced Service Desk Engineer to provide responsive and proactive support. A Service Desk Engineer must have strong technical knowledge and be able to communicate effectively to understand issues and escalate when necessary. The goal is to create value for clients that helps preserve the organization's...

  • Service Desk Engineer

    2 days ago

    Makati City, National Capital Region, Philippines OSI Digital Full time ₱900,000 - ₱1,200,000 per year

    OSI Digital is looking for service desk engineers having technical and operational skills in service desk management to support systems, operational excellence while focusing on business user experience.This position will have an opportunity to grow to the next level as Lead / ServiceDesk Manager or IT Operations manager based on your experience, skillset,...

  • Service desk/ Help Desk 1- Centris site

    2 days ago

    Quezon City, National Capital Region, Philippines Stark Asia Solutions, Inc Full time ₱336,000 - ₱401,200 per year

    Location: Cyberpod, EDSA Cor Quezon Ave, Pinahan, Quezon City, 1100 Metro ManilaRequired for Service Desk Analyst L1Willing to work in 24x7 shiftsTo provide 1st line technical support; answering support queries via phone, email, Chat and WebTo maintain a high degree of customer service for all support queries and adhere to all service management...