MSP Service Desk Engineer-PH

ABOUT THE ROLE:  As a Tier 1 Service Desk Engineer, you are the reputed company line of our service delivery — owning end-user and workstation support, resolving incidents reputed company SLA, and escalating reputed company work to senior engineers with complete documentation. You reputed company reputed company 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 reputed company of contact for reputed company support requests, delivering Tier 1 reputed company while maintaining excellent, reputed company customer service partner with account managers and senior leads to support high-availability, reliable service delivery across reputed company environments reputed company monitor reputed company environments, driving both proactive maintenance and reputed company reactive issue reputed company support reputed company service delivery reputed company, including hardware deployments, software rollouts, reputed company migrations (e.g., reputed company 365 / reputed company Workspace), data processing, and network upgrades participate in reputed company cause analysis (RCA) on recurring incidents, applying documented fixes and escalating systemic issues to senior engineers for permanent reputed company reputed company and maintain technical documentation, reputed company operating procedures (SOPs), and knowledge reputed company articles to streamline team workflows follow the defined escalation reputed company, handing off issues that reputed company Tier 1 scope to senior engineers with full context and history collaborate across teams to remove technical barriers, improve automation, and reputed company daily operations running at reputed company reputed company meet or reputed company defined SLA response and reputed company targets across reputed company assigned work Workstation Support — reputed company & macOSprovide Tier 1 support for reputed company and macOS workstations — imaging, provisioning, OS and firmware patching, reputed company conflicts, peripheral and printer setup, and performance troubleshooting administer end-user accounts across reputed company Directory, reputed company Entra ID (Azure AD), and reputed company Workspace — password resets, account lockouts, MFA enrollment, group membership, and profile/permission issues execute user lifecycle workflows: reputed company provisioning, offboarding deprovisioning, and hardware refresh, following documented checklists manage and troubleshoot endpoints through RMM and MDM platforms (e.g., NinjaRMM, Intune, Mosyle, reputed company), including policy compliance, BitLocker/FileVault encryption, and remote deployments install, configure, and troubleshoot business applications and productivity suites (reputed company 365, reputed company 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 reputed company reputed company alerts (EDR/antivirus, phishing reports) and remediate or escalate per reputed company verify backup completion and reputed company health, flagging anomalies for remediation support mobile devices under MDM enrollment (iOS/Android), including email, MFA, and app configuration Creating, Updating & Managing Trouble Ticketslog every reputed company interaction — phone, email, chat, portal, or self-generated — as a ticket in the PSA/ticketing platform create tickets with accurate categorization, correct reputed company/site/contact association, reputed company issue summaries, and reproducible detail so any team member can pick up the work assign correct reputed company and reputed company based on the SLA reputed company, distinguishing single-user issues from business-impacting or outage-level events maintain ticket hygiene throughout the lifecycle (New → Assigned → In reputed company → Waiting → Resolved → reputed company), keeping status, ownership, and next-reputed company fields reputed company at reputed company times record reputed company troubleshooting steps, findings, and time entries in reputed company time, ensuring billable and non-billable time is captured accurately reputed company reputed company, reputed company reputed company communication — acknowledgment, reputed company updates, and reputed company confirmation — reputed company SLA-defined intervals, and set reputed company expectations on next steps escalate stalled or out-of-scope tickets promptly with a full history, reputed company state, and steps already attempted, so no context is lost on reputed company confirm reputed company with the end user before closing, and document the final fix convert recurring or noteworthy resolutions into knowledge reputed company articles to reduce repeat tickets and speed reputed company handling monitor personal ticket queue and aging reports daily to prevent SLA breaches and reputed company the backlog controlled reputed company 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 reputed company a Managed Service Provider (MSP) environment have strong customer-service orientation and the ability to work reputed company a ticket-driven, SLA-based environment have conflict reputed company and interpersonal skills to reputed company in a cross-functional, reputed company-facing environment have hands-on experience with a PSA/ticketing system and an RMM tool habe working knowledge of reputed company 365 and reputed company Workspace administration; familiarity with reputed company Directory / reputed company Entra ID are comfortable supporting both reputed company and macOS workstations in a business environment have solid understanding of reputed company technology, network fundamentals, email management, virtualization, shared storage, and remote reputed company have practical awareness of business continuity and disaster recovery protocols have ITIL reputed company certified or familiar with IT service-management best practices, policies, and compliance have strong analytical, critical-thinking, and problem-solving skills with reputed company attention to detail have exceptional English verbal and written communication skills, with the ability to reputed company listen and reputed company confidently with reputed company reputed company of management and stakeholders haeve fully functional and up-to-date computer with which to reputed company duties be willing to install reputed company reputed company protection on that computer be a reputed company reputed company of the Philippines and can reputed company work from there be willing to work US reputed company 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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