Service Desk Agent

Position: Service Desk Agent

Salary: $1,300

Working Schedule: either PST or EST (Days & Time: TBD)

Work Arrangement: Fully Remote (Work From Home)

Employer: An MSP company located in Burbank, California, USA

Application Link:

Position Overview

We are seeking a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting a diverse portfolio of business clients across multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you.

What You'll Do

  • Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution
  • Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs
  • Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications
  • Monitor RMM alerts and respond proactively to prevent client-impacting incidents
  • Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments
  • Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform
  • Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution
  • Build and maintain strong client relationships as a trusted technical point of contact

Required Technical Skills

  • OS: Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments
  • Microsoft 365: Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing
  • Identity Management: Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments
  • RMM Tools: NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent
  • PSA/Ticketing: ConnectWise Manage, Autotask, HaloPSA, or ServiceNow
  • Networking: TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus
  • VoIP: 8x8, Cisco, or Mitel support and troubleshooting
  • Endpoint Security: EDR/AV platforms such as SentinelOne, Huntress, or Webroot

Preferred / Bonus Skills

  • Microsoft Intune / Endpoint Manager (multi-tenant)
  • Email security — SPF, DKIM, DMARC, Exchange Admin Center
  • BDR solutions: Datto, Veeam, Acronis, or Axcient
  • PowerShell scripting for automation and user management
  • MSP documentation tools: IT Glue or Hudu
  • Azure or AWS exposure in SMB environments

Requirements

  • 3+ years in an MSP environment — direct MSP experience required
  • Strong multitasking ability managing simultaneous client accounts with varying tech stacks
  • Excellent written and verbal communication — able to translate technical concepts for non-technical users
  • Self-directed and accountable in a fully remote work setting
  • Meticulous documentation habits and disciplined time management
  • Preferred Certifications: CompTIA A+, Network+, Security+ | Microsoft MD-102, MS-900, AZ-900 | RMM/PSA platform certifications a plus

Pay: Php78,000.00 per month

Benefits:

  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Work Location: Remote

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