MSP Service Desk Engineer

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Pandoblox

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

☁️ SaaS

🔒 Cybersecurity

🤝 B2B

SaaS • Cybersecurity • B2B

Pandoblox is a B2B software company offering Pandoblox Signal, a fully-managed data platform that connects, normalizes, and visualizes data from ERP, CRM, inventory, and other critical systems to provide a single source of truth and AI-generated insights. The company also provides PandobloxONE, an integrated service desk that unifies IT operations, security monitoring, and data ops into one workflow, along with cybersecurity and identity protection services (Zero Trust, IEM) and compliance support (SOC 2, PCI-DSS, HIPAA). Targeting mid-market enterprises, Pandoblox delivers real-time data processing, 24/7 support, automation, and fractional enterprise expertise to accelerate implementations and reduce operational costs.

📋 Description

• 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 • 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) • 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 as a ticket in the PSA/ticketing platform • create tickets with accurate categorization and clear issue summaries • maintain ticket hygiene throughout the lifecycle, keeping status, ownership, and next-action fields current at all times • record all troubleshooting steps, findings, and time entries in real time • provide timely, professional client communication within SLA-defined intervals • escalate stalled or out-of-scope tickets promptly with a full history • confirm resolution with the end user before closing

🎯 Requirements

• 1–3 years of experience in customer-facing IT support and helpdesk operations • 1+ year of experience within a Managed Service Provider (MSP) environment • strong customer-service orientation and the ability to work within a ticket-driven, SLA-based environment • conflict resolution and interpersonal skills • hands-on experience with a PSA/ticketing system and an RMM tool • working knowledge of Microsoft 365 and Google Workspace administration; familiarity with Active Directory / Microsoft Entra ID • comfortable supporting both Windows and macOS workstations in a business environment • solid understanding of client/server technology, network fundamentals, email management, virtualization, shared storage, and remote access • practical awareness of business continuity and disaster recovery protocols • ITIL Foundation certified or familiar with IT service-management best practices, policies, and compliance • strong analytical, critical-thinking, and problem-solving skills with sharp attention to detail • exceptional English verbal and written communication skills • fully functional and up-to-date computer • willing to install next-generation endpoint protection on that computer • current resident of the Philippines • willing to work US Pacific time zone hours (8:00 AM – 5:00 PM PST)

🏖️ Benefits

• flexible schedules • ability to balance home life with work-life