ABOUT THE ROLE:
As a Tier 1 Service Desk Engineer, you are the front line of our service delivery — owning end-user and workstation support, resolving incidents within SLA, and escalating complex work to senior engineers with complete documentation. You keep client environments running smoothly through disciplined ticket management, proactive maintenance, and excellent customer service.
RESPONSIBILITIES:
In this role, you'll get to...
- serve as a primary point of contact for client support requests, delivering Tier 1 resolution while maintaining excellent, professional customer service
- partner with account managers and senior leads to support high-availability, reliable service delivery across client environments
- actively monitor client environments, driving both proactive maintenance and rapid reactive issue resolution
- support core service delivery projects, including hardware deployments, software rollouts, cloud migrations (e.g., Microsoft 365 / Google Workspace), data processing, and network upgrades
- participate in root cause analysis (RCA) on recurring incidents, applying documented fixes and escalating systemic issues to senior engineers for permanent resolution
- develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles to streamline team workflows
- follow the defined escalation matrix, handing off issues that exceed Tier 1 scope to senior engineers with full context and history
- collaborate across teams to remove technical barriers, improve automation, and keep daily operations running at optimal capacity
- meet or exceed defined SLA response and resolution targets across all assigned work
- provide Tier 1 support for Windows and macOS workstations — imaging, provisioning, OS and firmware patching, driver conflicts, peripheral and printer setup, and performance troubleshooting
- administer end-user accounts across Active Directory, Microsoft Entra ID (Azure AD), and Google Workspace — password resets, account lockouts, MFA enrollment, group membership, and profile/permission issues
- execute user lifecycle workflows: onboarding provisioning, offboarding deprovisioning, and hardware refresh, following documented checklists
- manage and troubleshoot endpoints through RMM and MDM platforms (e.g., NinjaRMM, Intune, Mosyle, Jumpcloud), including policy compliance, BitLocker/FileVault encryption, and remote deployments
- install, configure, and troubleshoot business applications and productivity suites (Microsoft 365, Google Workspace, browsers, VPN clients, and line-of-business apps)
- resolve connectivity issues across Wi-Fi, VPN, DNS, and the local network for end-user devices
- triage endpoint security alerts (EDR/antivirus, phishing reports) and remediate or escalate per playbook
- verify backup completion and endpoint health, flagging anomalies for remediation
- support mobile devices under MDM enrollment (iOS/Android), including email, MFA, and app configuration
- log every client interaction — phone, email, chat, portal, or self-generated — as a ticket in the PSA/ticketing platform
- create tickets with accurate categorization, correct client/site/contact association, clear issue summaries, and reproducible detail so any team member can pick up the work
- assign correct priority and impact based on the SLA matrix, distinguishing single-user issues from business-impacting or outage-level events
- maintain ticket hygiene throughout the lifecycle (New → Assigned → In Progress → Waiting → Resolved → Closed), keeping status, ownership, and next-action fields current at all times
- record all troubleshooting steps, findings, and time entries in real time, ensuring billable and non-billable time is captured accurately
- provide timely, professional client communication — acknowledgment, progress updates, and resolution confirmation — within SLA-defined intervals, and set clear expectations on next steps
- escalate stalled or out-of-scope tickets promptly with a full history, current state, and steps already attempted, so no context is lost on handoff
- confirm resolution with the end user before closing, and document the final fix
- convert recurring or noteworthy resolutions into knowledge base articles to reduce repeat tickets and speed future handling
- monitor personal ticket queue and aging reports daily to prevent SLA breaches and keep the backlog controlled
- perform other duties as assigned to support the evolving needs of the technical operations ecosystem
REQUIREMENTS:
On day one, we'll expect you to...
- have 1–3 years of experience in customer-facing IT support and helpdesk operations
- have 1+ year of experience within a Managed Service Provider (MSP) environment
- have strong customer-service orientation and the ability to work within a ticket-driven, SLA-based environment
- have conflict resolution and interpersonal skills to thrive in a cross-functional, client-facing environment
- have hands-on experience with a PSA/ticketing system and an RMM tool
- have working knowledge of Microsoft 365 and Google Workspace administration; familiarity with Active Directory / Microsoft Entra ID
- are comfortable supporting both Windows and macOS workstations in a business environment
- have solid understanding of client/server technology, network fundamentals, email management, virtualization, shared storage, and remote access
- have practical awareness of business continuity and disaster recovery protocols
- have ITIL Foundation certified or familiar with IT service-management best practices, policies, and compliance
- have strong analytical, critical-thinking, and problem-solving skills with sharp attention to detail
- have exceptional English verbal and written communication skills, with the ability to actively listen and interface confidently with all levels of management and stakeholders
- haeve fully functional and up-to-date computer with which to perform duties
- be willing to install next-generation endpoint protection on that computer
- be a current resident of the Philippines and can perform work from there
- be willing to work US Pacific time zone hours (8:00 AM – 5:00 PM PST), corresponding to 11:00 PM – 8:00 AM [local time zone]
NOTES:
- Benefits await full-time contractors.
- This is a remote (work from home) position.
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