Support Desk Specialist

🕒 5 days ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

✨ Support Specialist

👻 Ghost score 12%

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ScalableOS

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

☁️ SaaS

Consulting • 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.

📋 Description

• Provide advanced remote technical support and help desk services to clients while meeting established service level agreements (SLAs) • Serve as an escalation point for complex technical issues and assist Service Desk team members with troubleshooting and issue resolution • Troubleshoot and support Microsoft 365 environments, including Exchange Online, Teams, Intune, Autopilot, and related services • Support virtualization platforms including Hyper-V, VMware, VDI environments, and remote desktop technologies • Diagnose and resolve backend application server issues, authentication problems, and infrastructure-related incidents • Work directly with vendors and third-party providers to troubleshoot and resolve technical issues impacting client environments • Conduct root cause analysis and implement corrective actions to prevent recurring issues • Identify recurring problems and proactively recommend improvements to enhance client performance, reliability, and operational efficiency • Review client environments and provide recommendations to ensure supported technology standards are maintained • Maintain accurate client documentation, technical procedures, and ticket updates • Mentor and support junior engineers through coaching, knowledge sharing, and technical guidance • Utilize RMM and monitoring platforms to proactively identify and resolve issues • Ensure all work is properly documented and completed in accordance with operational procedures and change management standards • Participate in team meetings, training sessions, and continuous improvement initiatives • Support a 24/7 service delivery model and work assigned after-hours shifts

🎯 Requirements

• Minimum 2 years of experience supporting Microsoft 365 environments in an IT support, systems administration, or managed services environment • Experience providing Level 2 technical support and troubleshooting complex infrastructure issues • Strong experience with Microsoft 365 administration and support • Strong experience with Hyper-V virtualization • Experience supporting Citrix environments • Experience troubleshooting backend application server issues • Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, authentication, and remote access technologies • Experience supporting Active Directory and identity management solutions • Strong troubleshooting, analytical, and problem-solving skills • Excellent verbal and written communication skills • Ability to mentor and assist junior technical staff • Experience working within a ticket-driven support environment • Bachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience • Experience with Azure administration and support (preferred) • Experience with VMware, VDI, and remote desktop technologies (preferred) • Experience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams (preferred) • Experience with SAN, storage, virtualization, and server infrastructure technologies (preferred) • Experience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools (preferred) • Experience within a Managed Services Provider (MSP) environment (preferred) • Industry certifications such as CCNA, VCP, MCSE, Citrix Certified Professional (CCP), Microsoft Certifications, or other relevant infrastructure certifications (preferred) • Willingness to accept a long-term work-from-home arrangement • Amenable to shift schedules including evenings, weekends, and holidays • Availability for rotating shifts based on team coverage needs, including US Time Zone schedules

🏖️ Benefits

• Long-term work-from-home arrangement • Shift schedules include evenings, weekends, and holidays • 24/7 service delivery model with assigned after-hours shifts

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