Tier 1 IT Support Engineer (Experienced IT Help Desk)

Location: Philippines (Remote)

Schedule: Day Shift (Supporting US After-Hours Operations)

Employment Type: Full-Time

About the Role

We are looking for an experienced and customer-focused Tier 1 IT Support Engineer to join our growing IT support team. In this role, you will provide frontline technical support across Windows environments, Microsoft 365, Active Directory, and basic server infrastructure.

The ideal candidate is a proactive problem-solver who enjoys helping users, documenting solutions, and ensuring systems remain healthy and secure. You will be responsible for resolving routine technical issues, performing maintenance activities, monitoring system alerts, and escalating more complex issues to senior engineers when needed.

Work Schedule

• Day shift position based in the Philippines.
• Primarily supports US-based clients during their after-hours operations.
• Standard working hours align with Philippine business hours.
• Occasional schedule flexibility may be required to support maintenance windows, patch deployments, and critical incidents.

Key Responsibilities

• Deploy, monitor, and verify workstation and server patching using RMM and patch management tools.
• Perform routine health checks and monitor alerts across Windows Server environments.
• Provide technical support for: Windows 10/11, Microsoft 365, Outlook, VPN connectivity, Printers, Remote access solutions
• Troubleshoot hardware, software, and basic network connectivity issues.
• Manage Active Directory tasks, including: User account creation, Password resets, Account unlocks, Security group administration
• Assist with shared drives, file permissions, and basic Group Policy troubleshooting.
• Maintain accurate and detailed documentation within the ticketing system.
• cEscalate advaned infrastructure, network, security, and outage-related issues to senior engineering teams.

Required Qualifications

• Minimum of 1 year experience in an IT Support, Help Desk, Service Desk, or Technical Support role.
• Experience using ticketing systems, remote support tools, and patch management platforms.
• Experience supporting Windows 10/11 environments.
• Basic experience working with Windows Server.
• Working knowledge of: Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, VPN troubleshooting
• Strong verbal and written communication skills.
• Excellent customer service and documentation abilities.
• Ability to prioritize tasks and work independently.

Preferred Qualifications

• Experience working within a Managed Service Provider (MSP)e environment.
• Familiarity with: ConnectWise, NinjaOne, Datto RMM, N-abl, Similar RMM and PSA platforms
• Basic PowerShell scripting knowledge.
• Exposure to: Microsoft Entra ID, Backup solutions, Virtualization technologies
• CompTIA A+, Network+, Microsoft certifications, or equivalent industry certifications.

What Success Looks Like

The successful candidate consistently delivers excellent customer service, resolves routine technical issues efficiently, follows established processes, maintains accurate documentation, and knows when to escalate issues appropriately. You are dependable, detail-oriented, and committed to helping users stay productive.

Why Join Us?

• Stable day-shift schedule in the Philippines
• Opportunity to support modern Microsoft environments
• Exposure to enterprise-grade tools and technologies
• Career growth and professional development opportunities
• Collaborative and supportive team environment

Benefits:

• Health insurance
• Work from home

Application Question(s):

• Are you willing to be interviewed at a time that best suits the hiring team, including early morning or evening hours? If NOT, when would be the best time for our recruitment team to contact you? Please list at least three preferred date and time options.

Work Location: Remote