MSP Service Desk Technician

About the role

PacificTSP is hiring a dedicated MSP Service Desk Technician to work exclusively with one of our international MSP partners. This is not a shared or shift-rotation seat. You'll be the dedicated technician for this account, working from our Baguio office as an embedded member of their service desk team. You are expected to quickly learn their systems, processes, and be comfortable under pressure.

What You'll Be Doing

• Answering phone calls, email, and ticket requests from end users
• First-line triage and resolution of tickets across a multi-tenant environment
• Supporting user issues across Windows, Microsoft 365, Google Workspace, mobile devices, and VPNs
• Working within defined SLAs and escalation paths, with clean handoffs to senior techs when needed
• Managing tickets and documentation through ticketing tools and Hudu documentation portal
• Communicating directly with end users and client contacts daily

What You Need

• 2 to 3 years of experience at an MSP; this is a hard requirement, no exceptions
• Strong working knowledge of Windows and Microsoft 365 environments
• Hands-on experience with RMM and PSA platforms
• Willingness and ability to work the full night shift, 8am to 5pm EST, full-time and ongoing, in-office in Baguio
• Strong written and verbal English; you'll be client-facing every day

Nice to have:

• NinjaRMM
• HaloPSA
• Huntress
• AutoElevate
• Hudu
• CIPP
• Google Workspace
• Microsoft 365
• Mosyle MDM
• Cove Backup
• Datto Backup
• Ubiquiti Network
• Check Point Email Security
• Timus SASE
• Todyl SASE

Why PacificTSP

• Excellent work environment. Team members actively help each other with questions and problem-solving, no one is left to figure things out alone
• Stable placement with a growing MSP
• Day to day experience with North American management
• 10 + 5 days PTO and employer-funded medical with all government mandated benefits