L2 Helpdesk Technician

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November 19

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ScalableOS

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B2B • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

201 - 500 employees

🤝 B2B

☁️ SaaS

📋 Description

• Provide support to end users calling or emailing support tickets • Regularly interact with business owners and staff • Maintain support metrics in keeping with company standards • Manage support related projects • Customer Software roll-outs • Operating System updates • Various internal projects • Manage help desk system software. • Maintain a high level of efficiency • Work directly with helpdesk vendor to provide internal workflows to meet the staff needs • Collaborate with Network Engineers/Field Tech Staff to resolve support tickets. • Participate in on call rotation • Work closely with RMM tools to maintain customer system

🎯 Requirements

• 2-5 Years of IT Support Experience • Information Security best practices • IT Support protocols • Experience Troubleshooting the following: • - Basic Microsoft Operating System • - Microsoft Office Applications • - Various email applications • - Microsoft Outlook, Microsoft O365, Google Apps. • - Local Area Networks • - Microsoft Servers • - Microsoft Active Directory/Azure AD • - Understanding of serverless environments. • - Microsoft SharePoint, OneDrive, Teams • - Basic hardware troubleshooting • - Comfortable troubleshooting Custom Line of Business applications • - IP Networking - TCP/IP protocol, IP addressing, VPN, networking design, SSL certificates, DNS, DHCP • - Malware/virus removal • - Backup and recovery techniques • - Printer and Scanning troubleshooting • - Basic troubleshooting of Windows operating system • - Hardware fundamentals (keyboards, mice, monitors, printers) • - Software support for common apps (Microsoft 365, Web Browsers, Zoom) • - Password resets & account management (Active Directory, Google Workspace, Microsoft O365) • - Network basics (LAN/Wi-Fi troubleshooting, Understanding IP/DNS concepts) • - Group Policy Objects • - Documentation • - Email migration tools like BitTitan and SkyKick • - Virtual server environments like VMWare ESXi and Microsoft Hyper-V • - Kaseya suite of products a plus (Autotask, Datto EDR, Datto BCDR, Unitrends, etc.) • - ThreatLocker

🏖️ Benefits

• Full Philippine Statutory Benefits • 13th Month Pay • De Minimis Allowance • Night Shift Differential Pay • Paid Time Off (PTO) • Health Insurance • Life Insurance (maximum of PHP 3M coverage) • Company-Provided Equipment