Level 3 Service Help Desk - MSP (Onsite, Ortigas)

About the role

Staff Domain Inc. is hiring an experienced IT Helpdesk Technician for its Managed Services Team, based onsite in Ortigas. The role provides advanced technical support and resolves complex issues escalated from the Service Desk, in a fast-paced MSP environment. The schedule is 8:30 AM to 5:30 PM AEST (6:30 AM to 3:30 PM Manila).

Key responsibilities

• Provide Level 3 support for escalated issues, diagnose and resolve complex end-user computing, infrastructure and networking problems, and maintain high first-call resolution.
• Administer Microsoft 365, Microsoft Intune, Microsoft Defender, and Azure or AWS environments.
• Maintain Windows Server (2012-2022), Active Directory, Azure AD Connect, Remote Access Services and Group Policy; support Linux systems.
• Manage network infrastructure (routing, NAT, VLANs) and assist with virtualization, storage, high availability and system configuration.
• Use RMM, PSA, security, documentation and monitoring tools; support backup, disaster recovery and business continuity.
• Administer 3CX phone systems, write and deploy PowerShell scripts, and support scripting and automation.

Required profile

• Minimum 5 years of experience in an outsourced IT provider or MSP environment.
• At least 5 years of end-user desktop support in an IT Helpdesk capacity.
• Strong troubleshooting, customer service and communication skills.
• Ability to work autonomously, handle pressure calmly and thrive in a collaborative team.

Required skills

• Experience with MSP tools (RMM, antivirus, SOC, documentation platforms)
• Microsoft 365, Windows Server and Microsoft technologies
• Hands-on Linux administration
• Networking (routing, NAT, VLANs) and backup/disaster recovery
• PowerShell scripting; preferred: Microsoft 365, Intune, Defender, Azure/AWS, 3CX, networking and DevOps certifications

What we offer

• HMO, dental and life insurance for you and one free dependent from day one
• Paid leaves (birthday, vacation, medical, maternity) with vacation leaves convertible to cash on your anniversary
• Year-end party, family day and team building activities