MSP IT Support Engineer

22 hours ago

Work from Home, Philippines IRIS Technology Group Full time ₱2,952,741 - ₱5,955,482 per year

Position Summary

Iris Technology Group is seeking a client-facing Service Desk Engineer to join our high-performance managed services team. This role blends technical support, VoIP management, and account-facing service delivery to ensure client systems are stable, issues are resolved promptly, and users are supported with excellence.

As a primary point of contact for select accounts, the Service Desk Engineer manages support tickets, helps optimize client environments, and delivers routine 3CX support in collaboration with our centralized and service desk teams.

Core Responsibilities Ticket Management & Technical Support

  • Act as primary technical liaison for assigned client accounts
  • Own and resolve incoming support tickets across desktops, networks, and cloud systems
  • Maintain timely and professional client communications
  • Escalate high-complexity issues to appropriate internal teams
  • Document all activity in PSA system (e.g., Halo)

3CX Phone System Support

  • Provide day-to-day administration and troubleshooting for client 3CX environments
  • Assist with setup of users, extensions, queues, IVRs, and auto attendants
  • Provision new phones and softphones (Yealink, Fanvil, etc.)
  • Handle call quality issues and coordinate with VoIP carriers as needed
  • Educate end users on 3CX features and best practices
  • Work with internal engineering to plan 3CX deployments and upgrades

Client Success & Relationship Support

  • Develop a trusted relationship with clients by understanding their environments and support needs
  • Proactively identify recurring issues or opportunities for improvement
  • Support onboarding of new clients and system deployments into our tool stack (RMM, documentation, backups, etc.)
  • Monitor client satisfaction and advocate for additional services or upgrades when appropriate

Documentation & Standards

  • Maintain up-to-date and accurate documentation in IT Glue (or equivalent)
  • Contribute to the improvement of internal knowledge base and ticket resolution playbooks
  • Help maintain standardization across client systems

Required Skills & Experience

  • 2–4 years experience in an MSP, IT support, or client-facing technical role
  • Strong understanding of Microsoft 365, Windows 10/11, and desktop support
  • Proficient with ticketing systems (e.g., Halo, ConnectWise, Autotask)
  • Practical experience supporting and managing 3CX phone systems
  • Basic networking knowledge (DHCP, VLANs, firewall rules, port forwarding)
  • Excellent written and verbal communication skills
  • Strong problem-solving mindset and calm under pressure
  • Highly organized and capable of juggling multiple client environments

Preferred Qualifications

  • 3CX Basic or Advanced Certification
  • Familiarity with VoIP QoS and call quality troubleshooting
  • Experience with Halo PSA, Datto RMM, or similar MSP tools
  • Knowledge of backup, AV/EDR, patch management tools used in MSPs
  • Ability to script or automate simple tasks (PowerShell, etc.)

What We Offer

  • Competitive compensation with performance-based bonuses
  • Paid technical training and certifications
  • A close-knit team environment that values innovation and client satisfaction

Job Type: Full-time

Pay: From Php29,527.41 per month

Benefits:

  • Paid training
  • Pay raise
  • Work from home

Work Location: Remote

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