Senior Helpdesk Engineer, MSP

3 days ago

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RemotePro.ph

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RemotePro.ph is an established IT services company rooted in the United States, boasting a decade of experience and a roster of enduring client relationships. We pride ourselves on our authenticity and continuous growth, having evolved as a cohesive team that welcomes fresh talent from the Philippines.

51 - 200 employees

Founded 2013

📋 Description

• Provide technical support to clients via phone, email, and remote access—handling everything from basic troubleshooting to advanced escalations. • Diagnose and resolve hardware, software, and network issues for multiple clients. • Perform O365 and Windows administration, user account management, and access provisioning. • Support and troubleshoot VOIP systems (e.g., 3CX). • Manage and maintain RMM and PSA tools (e.g., Datto, Halo). • Mentor junior engineers and provide guidance to improve team troubleshooting skills. • Lead or assist with IT projects, e.g cloud migrations, system upgrades, deployments, and process automation etc. • Identify and implement solutions to reduce recurring issues and improve efficiency. • Develop and maintain PowerShell scripts to automate routine tasks and streamline operations. • Collaborate with vendors and clients to plan, test, and deliver new IT solutions. • Log issues and resolutions accurately for future reference. • Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery.

🎯 Requirements

• - Previous experience working in an MSP environment is a plus. • - Excellent communication skills – able to have comfortable, friendly conversations in English without being overly formal or technical. • - Strong attention to detail and follow-through – “never let it go until it’s solved.” • - Demonstrable experience working with Windows systems (client/server) and O365 administration. • - Proficiency in advanced troubleshooting methodologies. • - Scripting skills, particularly in PowerShell, to automate tasks and improve efficiency. • - Experience with VOIP systems and a solid understanding of network infrastructure. • - Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo). • - We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar. • - Ability to handle difficult tasks, set proper expectations, and deliver solutions within a reasonable timeframe. • - Out-of-the-box thinker – proactive, creative, and always looking to improve processes. • - Willingness to go the extra mile to ensure client satisfaction. • - Ability to “figure things out,” even when facing new or unfamiliar technologies.

🏖️ Benefits

• Permanent Work from Home • Competitive Salary • HMO • Mental health programs • Maternity Assistance thru HMO (female employees) • Paid Vacation Leave • Technology Allowance • Internet Allowance • Weekly Payout • Career growth and advancement