MSP Helpdesk

Technical Support That Powers Success

Join a fast-paced IT environment where your skills don't just solve problems-they keep entire systems running. Step into a global career that places you at the center of managed IT excellence. In this role, you'll gain international exposure, make your mark in a high-impact tech environment, and help streamline operations for global clients-without ever leaving the Philippines.

Job Description

As an
MSP Helpdesk & Service Delivery Technician,
you'll support day-to-day technical operations, provide Level 1-2 assistance, and ensure system stability for business clients. You'll work across modern MSP tools, troubleshoot issues, onboard clients, and monitor system alerts-bringing dependable service delivery every step of the way.

Job Overview:

Employment type: Full-time

Shift: Day Shift

Work setup: Onsite (Makati)

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Makati (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit
  
  )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3-5+ years' experience
  in a
  Helpdesk
  ,
  NOC
  , or
  MSP environment
• Proven hands-on expertise in
  Autotask PSA
  (ticketing, workflows)
• Proven hands-on expertise in
  Datto RMM
  (monitoring, patching, automation)
• Proven hands-on expertise in
  Datto EDR
  (endpoint protection)
• Proven hands-on expertise in
  IT Glue
  (documentation, credential management)
• Skilled in Microsoft 365 support (Outlook, Teams, SharePoint, Exchange)
• Proficient in Windows 10/11 support and basic server administration
• Experienced in Entra ID / Azure AD user and group management
• Knowledgeable in backup and restore procedures (Datto SaaS Protection preferred)
• Solid understanding of basic networking (IP, DNS, VPN, firewalls)
• Strong documentation skills with exceptional attention to detail
• Excellent English communication skills (written and verbal)
• Process-driven, proactive, and highly dependable
• Able to support multiple customers across varied systems
• Willing and available to work full-time aligned with AEST/AEDT business hours

Your Daily Tasks

Helpdesk Support

• Provide Level 1-2 technical support via Autotask PSA
• Troubleshoot Microsoft 365, endpoint, backup, antivirus, and connectivity issues
• Log tickets and time entries accurately and clearly
• Escalate complex issues to senior team members or vendors
• Communicate effectively with clients and uphold SLA response/resolution times

Service Delivery Support

• Assist with onboarding new clients and devices, including setup and configuration
• Support the deployment of policies, profiles, and service bundles
• Document customer environments and procedures using IT Glue and myITprocess
• Maintain onboarding templates and delivery checklists

NOC Responsibilities

• Monitor alerts and system health via Datto RMM, RocketCyber, SaaS Alerts, and backup systems
• Respond to events, carry out remediation steps (e.g. patching, reboots, threat clean-up)
• Escalate recurring issues or advanced incidents for further investigation
• Ensure endpoint protection, patch compliance, and system uptime

About the Client

Smarter Systems. Smoother Support.

Our client is
an Australian-based Managed Service Provider
dedicated to delivering reliable, high-performing IT support to business clients. With a forward-thinking approach and cutting-edge toolsets, they empower organizations with streamlined tech operations, smart automation, and responsive service delivery-all while building meaningful client relationships and maintaining industry excellence.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as
one of the Top 20 Dream Companies of Filipinos in 2024,
Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. Apply now and be part of the
#EmaptaEra