Level 1

Working Schedule: Monday Friday, 3:00 PM 12:00 AM Pacific Standard Time

Employer: MSP Company located in California

Benefits:

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

Job Overview

We are seeking an L1 Technician to support system upgrades, backend setups, and quality assurance tasks for a Managed Service Provider (MSP). This role also provides rapid response and ticket triage, Tier 1 support, collaboration and escalation to higher tiers, empathetic customer communication, and disciplined documentation and learning. You will work independently during overnight hours (Pacific Time), follow established SOPs, and escalate critical issues promptly and clearly.

Core Roles and Responsibilities

• Rapid Response & Ticket Triage
• Acknowledge and triage new tickets quickly via phone, email, PSA, or system-generated alerts.
• Identify and prioritize urgent/high-impact issues; initiate immediate assistance or escalate per SOPs.
• Monitor automation/RMM alerts after hours; remediate Tier 1-resolvable issues and escalate beyond Tier 1 scope.
• Perform periodic after-hours sweeps of the support board to catch emergency issues and security alerts; ensure proper escalation pathways are followed.
• Maintain board hygiene: normalize categories, correct priorities/sites, merge duplicates, and update statuses.
• Tier 1 Technical Support
• Troubleshoot common issues: hardware, software, user accounts, MFA resets, and basic network connectivity.
• Device/software setup: install and configure operating systems, Microsoft Office Suite, and line-of-business applications.
• Peripheral/mobile support: set up and troubleshoot printers, scanners, and mobile devices.
• Assist with disaster recovery: support backup/recovery tasks under guidance, including validation checks and basic remediation steps.
• Onboarding/system prep: device naming, baseline configuration, and backend setup outside business hours; follow standardized workflows and checklists.
• Escalation & Collaboration
• Proactively escalate issues outside Tier 1 scope, attaching clear diagnostics, steps taken, and evidence (logs/screenshots).
• Ensure effective handovers: document Situation-Background-Assessment-Recommendation (SBAR) or equivalent, tag/assign to next tier, and confirm ownership acceptance in the ticket.
• Collaborate with L2/L3 and vendors; contribute findings that help accelerate resolution and improve SOPs.
• Customer Service & Communication
• Communicate clearly, empathetically, and professionally via Microsoft Teams and within the PSA.
• Provide timely status updates, set expectations, and avoid silent tickets by scheduling next-update times.
• Build trust with clients through reliability, clear explanations, and accurate documentation of actions and outcomes.
• Documentation & Continuous Learning
• Maintain thorough records in the ticketing system: problem statements, troubleshooting steps, remediation, and resolution details with timestamps.
• Contribute to documentation: update basic how-to guides, SOPs, and internal knowledge articles based on recurring issues.
• Engage in continuous learning: review service catalog, vendor materials, and seek mentorship to strengthen foundational IT skills.

Quality Assurance (QA)

• Autonomously evaluate environment health metrics (e.g., desktop/workstation backups, AV/EDR status, patching, disk capacity).
• Validate backup status and coverage; remediate simple issues and document actions. Escalate gaps that require higher-tier intervention.
• Confirm key agents/services are installed and running (RMM, monitoring, backup) and address installation gaps where feasible.
• Create clear, actionable tickets for patterns or risks uncovered during QA checks.

Dispatch Help and Support Board Clean-up

• Cover the dispatch board on occasion to process and assign new tickets correctly.
• Align tickets with SLAs; adjust priority and route to on-call resources as needed.
• Reduce stale, misrouted, or duplicate tickets through disciplined hygiene practices.

Communication and Escalation Standards

• Channels: Microsoft Teams and PSA/ticketing system for all updates and handoffs.
• Severity/Priority:
• P0/Critical: Widespread outage or confirmed security incident. Escalate immediately to on-call; open Teams bridge; tag per SOP.
• P1/High: Significant user/service impact. Escalate within 15 minutes; provide updates every 3060 minutes until ownership is confirmed.
• P2/Standard: Proceed with L1 remediation and document progress.
• Handoff: Assign to next tier, post a concise SBAR in the designated Teams channel, and record ownership acceptance in the ticket.
• Relevant Technical Knowledge
• Microsoft Active Directory administration (users, groups, password resets, lockouts, basic OU moves).
• DHCP/DNS fundamentals and basic troubleshooting.
• Microsoft Windows Server support within L1 scope (2016/2019/2022) and Windows 10/11 desktop support.
• RMM/monitoring tools, PSA/ticketing systems, and basic scripting/utilities for L1 remediation.
• Networking basics: TCP/IP, DHCP, DNS, and business VPN connectivity checks.
• Microsoft 365 basics (accounts, licensing, mailbox permissions, MFA resets).

Qualifications

• 13 years in IT support or system administration (MSP experience preferred).
• Familiarity with system deployment, device provisioning, and onboarding processes.
• Experience with remote tools, AD, and ticketing systems.
• Strong attention to detail; follows structured procedures and checklists.
• Effective written and verbal communication for documentation and client updates.
• Ability to work independently overnight with consistent follow-through.

Tools and Systems (examples; align to your stack)

• PSA/Ticketing: ConnectWise, Autotask, or equivalent
• RMM/Monitoring: Datto RMM, N-central, NinjaOne, or equivalent
• Backup: Datto, Veeam, or equivalent
• Collaboration: Microsoft Teams
• Microsoft 365 Admin Center and Entra ID/Azure AD basics

Nice-to-Have

• Basic PowerShell for checks/automation.
• Exposure to EDR/AV platforms and interpreting alert severity.
• Familiarity with MSP-oriented security or compliance frameworks (e.g., CIS Controls) at a basic level

Please note that you only have to submit once. Or you can also send a link of your resume here.

https://www.careers-

Thank you We wish you the best of luck in your application.

Job Type: Full-time

Pay: Php60, Php71,500.00 per month

Benefits:

• Opportunities for promotion
• Promotion to permanent employee
• Work from home

Work Location: Remote