Tier 3 Helpdesk Technician

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November 15

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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

• Serve as the escalation point for unresolved Tier 1/2 support issues—remotely and onsite • Monitor infrastructure using Datto RMM and manage assets through Autotask and ITGlue • Perform proactive system maintenance to prevent downtime before it starts • Manage backup solutions, security stack, patching, and networking proactively • Deliver responsive, high-touch support to clients often overlooked by larger MSPs • Support Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), servers, network equipment, and macOS/Windows devices • Troubleshoot VPNs, remote desktop systems, and third-party business applications • Fully own assigned tickets: log accurate details, document resolutions, and follow up with clients • Track time and activities daily in Autotask (targeting 32 hours billable hours per week) • Adhere to internal SOPs and escalate only after Tier 3 troubleshooting is exhausted • Participate in after-hours on-call support per rotation schedule • Mentor others and contribute to team knowledge through documentation and best practices • Stay current with certifications and evolving technologies • Collaborate on internal and client-facing projects and clearly document all project work • Bring ideas to improve tools, automation, documentation, and team processes • Communicate clearly with clients to ensure they understand what’s happening and why • Build trust by being reliable, respectful, and results driven • Represent the brand with professionalism and emotional intelligence, especially during stressful incidents.

🎯 Requirements

• Minimum 5 years of experience in IT support (preferably MSP or fast-paced service environment) • Proficient in Windows and macOS endpoint support, Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), and Azure Active Directory • Strong understanding of networking protocols and equipment including DNS, DHCP, TCP/IP, VLANs, firewalls, switches, routers, and VPNs • Hands-on experience with backup systems, endpoint protection, patching, MFA deployment, and basic security protocols • Familiarity with virtualization (Hyper-V or VMware) and remote access tools (e.g., RDS, VPNs) • Experience supporting and securing cloud environments, including Microsoft Intune, conditional access, and identity protection • Solid troubleshooting skills for email filtering systems, phishing mitigation, and spam prevention tools • Knowledge of remote management best practices and automation using RMM tools • Experience with line-of-business (LOB) application support and integration across diverse client environments • Experience with RMM/PSA platforms such as Datto RMM, Autotask, and ITGlue • Outstanding documentation, self-management, and interpersonal communication skills • A client-first mindset with a bias for action, ownership, and team success.

🏖️ Benefits

• Professional development opportunities • Remote work options