We will reach out to you via the email address provided in your resume should you qualify for the next steps of your application.

Work Arrangement: Permanent Work-from-Home

Position Overview:

Resolve helpdesk tickets and if unable – to escalate to Tier 2 technicians, owning diagnosis, client communication and follow-through to resolution.

Report to the manager and strengthen Tier 1 capability through clear handoffs, troubleshooting guidance and reusable documentation.

Tasks and Responsibilities:

1. Take ownership of Tier 1 tickets; review impact, symptoms, evidence and previous troubleshooting before choosing next steps.

2. Prioritize assigned tickets by business impact and SLA; keep clients and keep team informed of progress, blockers and next actions.

3. Resolve complex Windows endpoint, Microsoft 365 Apps, printer, mobile-access and remote-connectivity issues.

4. Diagnose Exchange Online mail flow, Outlook, Teams, SharePoint and OneDrive issues beyond routine Tier 1 checks.

5. Troubleshoot Entra ID sign-in, MFA, licensing and permissions; carry out approved Microsoft 365 administration and access changes.

6. Investigate AD DS, DNS, DHCP, Group Policy and server/file-access issues where deployed; coordinate with vendors as needed.

7. Resolve Meraki/UniFi network, Wi-Fi and VPN incidents; collect evidence and escalate issues outside approved authority.

8. Triage Datto RMM / NinjaOne, Datto backup and Defender alerts; coordinate security incidents with Blackpoint Cyber.

9. Investigate defined Azure service issues using logs and runbooks; refer advanced infrastructure or architecture issues to the designated senior technical resource.

10. Maintain accurate Autotask records and Hudu runbooks; explain resolutions to Tier 1 and coach on repeatable diagnostic steps.

11. Identify recurring faults, verify fixes with users and route unresolved high-risk incidents with a complete technical handoff.

12. Assist with approved maintenance, restore checks or occasional migrations as assigned.

Scope: A designated senior technical resource approves high impact changes and handles issues beyond Level 2 authority. Migration leadership is not a core requirement.

REQUIREMENTS:

• Demonstrated MSP Level 1.5-2 across multiple clients; can explain diagnosis, evidence, resolution and follow-through. Must have at least 1-2 years prior MSP Helpdesk Experience
• Practical Microsoft 365 troubleshooting across Exchange Online, Entra ID, Teams, SharePoint and OneDrive, including identity, MFA, mail flow and permissions.
• Strong Windows endpoint, AD DS, DNS, DHCP, Group Policy, TCP/IP and VPN troubleshooting fundamentals.
• Hands-on PSA, RMM and remote-support experience; accurate ticket notes, time entries, prioritization and client updates.
• Sound judgment about security, change approval and when to seek senior help; gathers useful logs and reproductions before escalating.
• Clear spoken and written English, reliable ownership, patient support for Tier 1 technicians and an ability to explain the fix. Migration experience is not required.

NICE TO HAVE:

• Familiarity with Autotask, Hudu, Datto RMM/NinjaOne, Datto backup, Meraki/UniFi, Blackpoint Cyber and Microsoft Defender for Endpoint; equivalent tools are acceptable.
• Azure VM, network, access and backup troubleshooting; Intune, Autopilot, Conditional Access and hybrid identity experience.
• NinjaOne transition experience, including agent deployment, policy mapping, patching and alert validation.
• PowerShell, Microsoft Graph, root-cause analysis, mentoring and relevant current Microsoft credentials or equivalent practical ability.
• Occasional project support: SkyKick mailbox migrations and ForensiT profile migrations, with approved plans, validation and escalation. These are secondary strengths, not screening gates.

Benefits:

• 21 Days Paid Time Off (PTO) Annually + 1 Additional PTO per successful year of tenure (up to five (5) years
• HMO coverage for employees +1 FREE dependent on the first day of employment
  +1 additional FREE dependent per successful year of tenure (up to five (5) years)

• Tenure Incentive Program*
• Receive additional premium for working at night

• Referral Bonus of up to Php20,000.00*
• ALL government mandated benefits
  
  *Terms and conditions apply