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ScalableOSSC

Level 2 Helpdesk Engineer

ScalableOS is a company that specializes in delivering custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms by connecting them with exceptional talent in the Philippines.

ScalableOS

Employee count: 201-500

United States only

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SUMMARY We are seeking a skilled and customer-focused Level 2 IT Support Engineer with previous experience working in an MSP environment. In this role, you will act as an escalation point, providing advanced technical support to our clients across a range of technologies. You will be responsible for resolving complex issues, managing tickets efficiently, and ensuring client satisfaction. JOB RESPONSIBILITIES Troubleshoot issues related to end-user devices, including but not limited to desktops, laptops, mobile devices, printers, scanners, vendors, applications, Wi-Fi, and more. Troubleshoot issues related to company infrastructure, such as Office 365, G Suite, Windows Server environments (2016, 2019), and cloud infrastructure (cloud file storage, cloud authentication). Follow proper company procedures for response time, escalation, communication, and documentation. Properly handle your ticket workspace in the help desk system; keep everything clean, updated, resolved properly, and generally done in an aesthetically pleasing manner. Provide constant, proactive communication to avoid customer frustration or long periods of time spent on their computers during working hours. QUALIFICATIONS 4+ years of IT support experience in an MSP environment. Strong knowledge of Windows desktop and server operating systems (Windows 10/11, Windows Server 2016+). Experience supporting Microsoft 365, Azure AD, and related services. Familiarity with RMM and PSA tools (e.g., Datto, Kaseya, NinjaOne, Halo, ConnectWise, Autotask). Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, firewalls, VPNs). Experience with virtualization platforms (e.g., VMware, Hyper-V). Excellent troubleshooting and problem-solving skills. Strong communication and customer service skills. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule. Benefits Full Philippine Statutory Benefits 13th Month Pay De Minimis Allowance Night Shift Differential Pay Paid Time Off (PTO) Health Insurance Life Insurance (maximum of PHP 3M coverage) Company-Provided Equipment

About the job

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Job type

Full Time

Experience level

Mid-level

Location requirements

Hiring timezones

United States +/- 0 hours

About ScalableOS

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At ScalableOS, we are at the forefront of revolutionizing the offshoring industry through innovative and technology-driven solutions. Our primary mission is to connect growth-focused businesses, particularly Managed Service Providers (MSPs) and Tax & Accounting firms, with exceptional, high-skilled talent in the Philippines. Through our groundbreaking approach, we are not merely providing services; we are building dedicated, fully integrated teams that operate as a seamless extension of our clients' operations. This model empowers businesses to transcend geographical boundaries and achieve remarkable success by leveraging a global talent pool without the complexities and overheads of establishing a physical presence. Our transformative solution is designed to ensure continuous growth and scalability for our partners, allowing them to focus on their core competencies while we handle the intricacies of talent acquisition, HR management, and operational support.

Our commitment to innovation is embedded in our core values of integrity, accountability, and a relentless problem-solving mindset. We utilize a data-driven and technology-enabled process to identify and nurture the best talent, ensuring a perfect alignment of skills and cultural fit for our clients. ScalableOS stands as a testament to resilience and unwavering dedication to client success, moving beyond the traditional outsourcing model to foster long-term, strategic partnerships. We are passionate about making a meaningful impact on the Philippine community by bringing high-value, high-skill positions to the local workforce. By focusing on creating a high-value growth environment built on trust, transparency, and clear deliverables, we are not just changing the way businesses scale; we are shaping the future of global workforce collaboration and creating limitless possibilities for companies to thrive in an increasingly competitive landscape.

Employee benefits

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Group Life Insurance

Feel secure knowing you're covered by Group Life Insurance from your very first day.

Generous Paid Time Off (PTO)

Recharge with 17 days of PTO annually, ensuring you maintain a healthy work-life balance.

De Minimis Allowance

Enjoy a monthly allowance of Php 1,500, directly credited to your payroll to support your daily needs.

Work from Anywhere

Embrace the freedom of remote work! Choose your ideal environment and say goodbye to stressful commutes.

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ScalableOS

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ScalableOS hiring Level 2 Helpdesk Engineer • Remote (Work from Home) | Himalayas