IT Helpdesk Engineer Full Time

We are a Managed Service Provider (MSP) looking for a skilled and communicative IT Helpdesk Technician to support our clients on a morning shift. You will be the first and second line of support for end users, resolving technical issues efficiently across a range of Microsoft and communications technologies.

Schedule

Working Hours: Monday Friday, 6:00 AM 3:00 PM (Philippine Standard Time)

Language Requirement

English Proficiency: Fluent spoken and written English is mandatory. You will communicate directly with English-speaking clients via phone, email, and chat daily. Non-negotiable.

Responsibilities

Serve as the first point of contact for client IT support via phone (3CX), email, and ticketing system

Handle and resolve Level 1 and Level 2 helpdesk tickets within SLA timeframes

Troubleshoot Windows 10/11, Microsoft 365 (Exchange, Teams, SharePoint, OneDrive), and Azure AD

Manage 3CX phone system: extensions, call queues, ring groups, voicemail, and basic PBX administration

Perform user onboarding/offboarding: account creation, M365 licensing, MFA setup, device provisioning

Remote desktop support using RMM tools (NinjaRMM, ConnectWise Automate, Datto, or similar)

Manage and resolve tickets in PSA tools (ConnectWise Manage, Autotask, HaloPSA, or similar)

Troubleshoot network issues: DNS, DHCP, VPN, basic firewall, and connectivity

Monitor client infrastructure alerts and respond proactively to prevent downtime

Escalate complex issues to senior engineers with thorough documentation

Maintain accurate and detailed ticket notes and KB articles

Assist with backup monitoring and incident response (Veeam, Datto, Acronis)

Requirements

14 years of IT helpdesk or technical support experience, preferably in an MSP environment

Hands-on experience with Microsoft 365 administration and Azure Active Directory

Experience with 3CX VoIP phone system (administration and end-user support)

Solid understanding of Windows OS environments (10/11, Server basics)

Familiarity with PSA and RMM tools used in MSP environments

Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, routing

Strong troubleshooting methodology you diagnose before you fix

Fluent English written and verbal, client-facing confidence required

Reliable high-speed internet connection and a quiet, professional home office setup

Able to work independently and manage a queue of concurrent tickets

Nice to Have

CompTIA A+, Network+, or Microsoft certifications (MS-900, MS-100, AZ-900)

3CX Certified Technician designation

Experience supporting North American clients

PowerShell scripting basics

Familiarity with Intune / endpoint management

macOS support experience

What We Offer

Stable, long-term remote position

Competitive salary based on experience level

Morning shift no overnight hours

Exposure to diverse MSP client environments and technologies

Opportunity to grow into senior technical or team lead roles

To apply, send your CV and a short cover letter in English. Applications without good English level not be considered.