Senior Helpdesk Engineer (MSP + WFH + Benefits)
RemotePro.Ph
- Philippines
- Permanent
- Full-time
- Provide technical support to clients via phone, email, and remote access—handling everything from basic troubleshooting to advanced escalations.
- Diagnose and resolve hardware, software, and network issues for multiple clients.
- Perform O365 and Windows administration, user account management, and access provisioning.
- Support and troubleshoot VOIP systems (e.g., 3CX).
- Manage and maintain RMM and PSA tools (e.g., Datto, Halo).
- Mentor junior engineers and provide guidance to improve team troubleshooting skills.
- Lead or assist with IT projects, e.g cloud migrations, system upgrades, deployments, and process automation etc.
- Identify and implement solutions to reduce recurring issues and improve efficiency.
- Develop and maintain PowerShell scripts to automate routine tasks and streamline operations.
- Collaborate with vendors and clients to plan, test, and deliver new IT solutions.
- Log issues and resolutions accurately for future reference.
- Communicate effectively with clients and vendors to ensure smooth resolutions and project delivery.
- Previous experience working in an MSP environment is a plus.
- Excellent communication skills – able to have comfortable, friendly conversations in English without being overly formal or technical.
- Strong attention to detail and follow-through – “never let it go until it’s solved.”
- Demonstrable experience working with Windows systems (client/server) and O365 administration.
- Proficiency in advanced troubleshooting methodologies.
- Scripting skills, particularly in PowerShell, to automate tasks and improve efficiency.
- Experience with VOIP systems and a solid understanding of network infrastructure.
- Familiarity with RMM and PSA platforms used in MSP environments (e.g., Datto, Halo).
- We are heavy users of Office 365 and Azure, so you’ll need to have solid experience and know the fundamentals or demonstrate skills in something very similar..
- Ability to handle difficult tasks, set proper expectations, and deliver solutions within a reasonable timeframe.
- Out-of-the-box thinker – proactive, creative, and always looking to improve processes.
- Willingness to go the extra mile to ensure client satisfaction.
- Ability to “figure things out,” even when facing new or unfamiliar technologies.