Remote L1 Helpdesk Technician

1 week ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱70,000 - ₱120,000 per year

Summary:

We are seeking a dedicated L1 Helpdesk Technician to provide first-level IT support in a remote capacity. This role is ideal for professionals with strong troubleshooting skills and a passion for customer service. You will be the first point of contact for technical issues, primarily via phone, and occasionally through email and ticketing systems. The position requires working during U.S. business hours, aligned with a permanent night shift in Manila.

Key Responsibilities:

  • Respond to IT support requests via phone, email, and ticketing systems.
  • Stay logged into phone queues throughout the shift to ensure prompt support.
  • Troubleshoot and resolve basic issues related to desktops, networks, software, and hardware.
  • Support installation and configuration of computers, mobile devices, printers, and peripherals.
  • Escalate unresolved issues following established procedures.
  • Document all client interactions and resolutions accurately.
  • Coordinate with vendors for hardware/software issue resolution.
  • Install and update operating systems, applications, and patches.
  • Perform basic cybersecurity tasks including virus detection and removal.
  • Monitor backup systems and assist with data restoration.
  • Educate users on cybersecurity best practices.
  • Handle account provisioning, password resets, and access control.
  • Participate in on-call rotation for after-hours support as needed.

Qualifications:

  • Associate's Degree in Technology or related field.
  • 2–5 years of experience supporting Microsoft environments.
  • Minimum 2 years in a Managed Services Provider (MSP) setting.
  • Proficiency in Windows OS, Microsoft Office Suite, and cloud applications.
  • Basic networking knowledge (DNS, DHCP, VPN, firewalls).
  • Familiarity with VMWare, Citrix, Terminal Services, and backup technologies.
  • Experience with remote troubleshooting tools.
  • Strong communication, documentation, and customer service skills.
  • Ability to work independently and manage shifting priorities.
  • Commitment to continuous learning.

Preferred Certifications:

  • CompTIA Security+
  • CompTIA Network+

Work Arrangement & Shift Details:

  • Permanent work-from-home setup.
  • Night shift schedule aligned with U.S. business hours.
  • Candidates must be amenable to working one of the following shifts (Eastern Standard Time → Manila Time, GMT+8):
  • Shift A: 3:00 AM – 12:00 PM EST → 3:00 PM – 12:00 AM Manila
  • Shift B: 6:00 AM – 2:00 PM EST → 6:00 PM – 2:00 AM Manila
  • Shift C: 2:00 PM – 11:00 PM EST → 2:00 AM – 11:00 AM Manila
  • Shift D: 10:00 PM – 6:00 AM EST → 10:00 AM – 6:00 PM Manila

Benefits:

  • Full Philippine Statutory Benefits
  • 13th Month Pay
  • De Minimis Allowance
  • Night Shift Differential Pay
  • Paid Time Off (PTO)
  • Health Insurance
  • Life Insurance (maximum of PHP 3M coverage)
  • Company-Provided Equipment

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