Level 1 IT Support First Responder

7 days ago

Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱400,000 - ₱600,000 per year
SUMMARY

We are seeking a Level 1 Technical Support Specialist with proven experience in a Managed Service Provider (MSP) environment. This individual will serve as the first point of contact for clients requiring IT support, responsible for triaging, troubleshooting, and resolving technical issues or escalating them when necessary. If you're passionate about providing prompt, high-quality support in a fast-paced, multi-client environment, we want to hear from you.

JOB RESPONSIBILITIES
  • Act as the first responder for all incoming client support requests via phone, email, or ticketing system.
  • Provide Level 1 technical support for desktops, laptops, printers, basic networking, and software applications.
  • Accurately log and triage all service tickets, ensuring appropriate prioritization and categorization.
  • Perform initial diagnosis and resolve common issues or escalate to Level 2/3 when necessary.
  • Maintain professional communication and follow-up with clients to ensure issues are resolved satisfactorily.
  • Assist with user onboarding/offboarding, password resets, and access permissions.
  • Collaborate with internal teams to ensure timely and efficient resolution of client issues.
  • Maintain documentation and knowledge base articles as needed.
  • Adhere to MSP SLAs (Service Level Agreements) and ticket handling protocols.
QUALIFICATIONS
  • 5 years of experience in a technical support/help desk role within an MSP environment.
  • Strong knowledge of Windows OS, Microsoft 365, and common business applications.
  • Understanding of basic networking concepts (IP, DNS, DHCP).
  • Experience working with ticketing systems (e.g., ConnectWise, Autotask, Zendesk, etc.).
  • Familiarity with RMM tools
  • Excellent customer service and communication skills.
  • Ability to work in a fast-paced environment and handle multiple client requests simultaneously.
  • Strong problem-solving and troubleshooting skills.
  • Willingness to learn and grow within the IT support function.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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