Service Desk Agent

Service Desk Agent - HireArchi | Career Page

Service Desk Agent

Metro Manila, Philippines $ 1,300.00 - 1,300.00 (US Dollar)

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Job Openings Service Desk Agent

About the job Service Desk Agent

Working schedule

Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)

Work Arrangement

Fully Remote (Work From Home)

Salary

$1,300 Monthly

Employer

An MSP company located in Burbank, California, USA

Position Overview

We are seeking a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting adiverse portfolio of business clientsacross multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you.

What You'll Do

• Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution
• Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs
• Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications
• Monitor RMM alerts and respond proactively to prevent client-impacting incidents
• Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments
• Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform
• Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution
• Build and maintain strong client relationships as a trusted technical point of contact

Required Technical Skills

• OS:Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments
• Microsoft 365:Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing
• Identity Management:Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments
• RMM Tools:NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent
• PSA/Ticketing:ConnectWise Manage, Autotask, HaloPSA, or ServiceNow
• Networking:TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus
• VoIP:8x8, Cisco, or Mitel support and troubleshooting
• Endpoint Security:EDR/AV platforms such as SentinelOne, Huntress, or Webroot

Preferred / Bonus Skills

• Microsoft Intune / Endpoint Manager (multi-tenant)
• Email security — SPF, DKIM, DMARC, Exchange Admin Center
• BDR solutions: Datto, Veeam, Acronis, or Axcient
• PowerShell scripting for automation and user management
• MSP documentation tools: IT Glue or Hudu
• Azure or AWS exposure in SMB environments

Requirements

• 3+ years in an MSP environment— direct MSP experience required
• Strong multitasking ability managing simultaneous client accounts with varying tech stacks
• Excellent written and verbal communication — able to translate technical concepts for non-technical users
• Self-directed and accountable in a fully remote work setting
• Meticulous documentation habits and disciplined time management
• Preferred Certifications:CompTIA A+, Network+, Security+ | Microsoft MD-102, MS-900, AZ-900 | RMM/PSA platform certifications a plus

Package Details

Benefits

• 13th Month Pay
• HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
• Personal Time Off (After a 90-day probationary period)

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