[Hiring] MSP IT Engineer SME/ Level 3/ Senior IT Engineer @RemotePro.Ph

Role Description

This position is an integral part of the Helpdesk Team, and the ideal candidate should be comfortable serving as a “hands-on” senior team member who responds to support requests from clients and junior team members.

The goal is to deliver exceptional service and long-lasting solutions to clients in order to foster loyalty and client satisfaction.

• Identify the ideal solution based on the issue and the information provided by the clients.
• Perform remote troubleshooting using diagnostic methods and guide the client through the troubleshooting process.
• Serve as a point of escalation for issues raised by Level 1 and Level 2 support.
• Support and troubleshooting for multiple clients leveraging a broad range of solutions.
• Provide guidance and direction to more junior members of the team.
• Communicate with clients and vendors over the phone or via email.
• Log events, problems, and their resolutions.

Qualifications

• Previous experience working in an MSP environment is a PLUS.
• Excellent communication skills – Ability to have a comfortable conversation in English without thinking formal or technical – be a friend.
• Excellent attention to detail and follow-through abilities (never let it go till solved).
• Demonstrable experience working with Windows systems (client/server).
• Proficiency in O365 Administration, Windows System Administration, and advanced troubleshooting methodologies.
• Scripting skills, particularly in PowerShell, to automate tasks and streamline operations.
• Experience with VOIP systems and a good technical understanding of network infrastructure.
• Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo).
• Solid experience with Office 365 and Azure, or demonstrate skills in something very similar.
• Ability to handle even the most difficult tasks by properly setting expectations and determining the solution in a reasonable amount of time.
• Out-of-the-box thinker, proactive/creative, and always improving things.
• Willingness to go the extra mile to ensure client satisfaction.
• Ability to “figure things out” even new things.

Requirements

• Scripting/PowerShell experience.
• Mac OS use and support experience.
• Google Workspace/etc.

Benefits

• Permanent Work from Home.
• Competitive Salary.
• HMO.
• Mental health programs.
• Maternity Assistance thru HMO.
• Paid Vacation Leave.
• Technology Allowance.
• Internet Allowance.
• Weekly Payout.
• Career growth and advancement.