Level 3 Helpdesk Engineer

2 days ago

Manila, National Capital Region, Philippines ScalableOS Full time $60,000 - $80,000 per year

This is a remote position.

SUMMARY
An experienced IT professional responsible for providing advanced technical support and troubleshooting for end-user devices (desktops, laptops, mobile devices, printers, scanners), software applications, and company infrastructure, including Office 365, G Suite, Windows Server environments (2016/2019), and various cloud solutions. Key duties include managing help desk tickets, ensuring timely and effective communication, supporting network setup during onboarding or projects, and acting as a Level 3 escalation point.

The role also involves collaborating with vendors, implementing SaaS solutions, addressing infrastructure alerts, and contributing to continuous process improvement within the IT department.

JOB RESPONSIBILITIES
  • Troubleshoot issues related to end-user devices, including but not limited to desktops, laptops, mobile devices, printers, scanners, vendors, applications, Wi-Fi, and more.
  • Troubleshoot issues related to company infrastructure, such as Office 365, G Suite, Windows Server environments (2016, 2019), and cloud infrastructure (cloud file storage, cloud authentication).
  • Follow proper company procedures for response time, escalation, communication, and documentation.
  • Properly handle your ticket workspace in the help desk system; keep everything clean, updated, resolved properly, and generally done in an aesthetically pleasing manner.
  • Provide constant, proactive communication to avoid customer frustration or long periods of time spent on their computers during working hours.
  • Set up networks during client onboarding or à la carte projects.
  • Provide a Level 3 escalation point for the help desk.
  • Work with vendor technical support to resolve issues or implement new solutions.
  • Implement SaaS solutions as needed.
  • Attend to infrastructure issues discovered by the NOC.
  • Document and improve department processes.
QUALIFICATIONS
  • 7+ years of IT experience (desktop support, systems engineering, systems administration).
  • Helpdesk MSP experience.
  • Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask).
  • End-user support/desktop support: Microsoft Windows, Microsoft Office, desktop and mobile device troubleshooting, deployment, MDM.
  • Support of cloud products: Office 365, SharePoint/OneDrive, Azure, Google.
  • Systems administration: Knowledge of Microsoft Windows Server platforms (DC, FS, TS, Print, IIS), as well as Active Directory, Group Policy, basic Exchange Server, basic SQL Server.
  • Support of BDR products: Veeam, Azure, local NAS.
  • Support of cybersecurity products: Barracuda, Webroot, Ironscales, Axcient, Spanning.
  • Basic understanding and support of storage and virtualization platforms: NAS OS, Dell Equallogic, Hyper-V, VMware.
  • Understanding of networking: TCP/IP, LAN/DMZ/WAN, DHCP, DNS, routing, switching, VPN, and firewalls.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.
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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