Helpdesk Technician | Business Hours (Shift B)

Helpdesk Technician (L2/L3) | EST/EDT Time Zone Working Days: Tuesday - Saturday Working Hours: 8:30AM – 5:00PM Location: Remote (Philippines) Type: Full-Time Rate: $7.00 – $11.00 USD per hour (Depending on Experience) ONLY APPLICANTS WHO COMPLETE THE FULL INSTRUCTIONS WILL BE CONSIDERED COMPANY SUMMARY - - - - - - - - We are a US-based Managed IT Service Provider (MSP) specializing in IT Support, Cybersecurity, Cloud Solutions, and Compliance for businesses nationwide. We are headquartered in New Jersey and serve SMBs and regulated industries that demand high security, reliability, and exceptional support. We value: > Integrity and honesty (dishonesty of any form is not tolerated) > Accountability > Professionalism > A team culture built on trust, communication, and continuous improvement We operate in a fast-paced, collaborative environment supporting mission-critical technology for our clients. We value proactive, detail-oriented, and dependable individuals who take pride in delivering high-quality work. POSITION SUMMARY - - - - - - - - We are seeking Level 2/3 Helpdesk Technicians to deliver high-quality remote IT support to our business clients. This is a fast-paced, client-facing role requiring strong troubleshooting skills, exceptional communication, and deep familiarity with MSP tools and workflows. You will resolve Level 1, 2 & 3 issues, assist with projects, collaborate with our ConnectWise NOC, and interact with SaaS vendors and software support teams. Technicians must maintain a security-first mindset in all work. You will respond to and resolve issues such as: • Business application support (M365, SaaS apps, Azure AD) • Microsoft Admin Portal / Entra / Azure issues • Google Workspace support • Email delivery issues (client + server side) • Firewall/UTM configuration changes • Credential issues, password resets, MFA configuration • PC performance and system troubleshooting • Printer/scanner issues • VPN and remote access problems This shift includes Saturday support due to business demand and service coverage needs. *** Must have excellent English writing and speaking skills and be comfortable supporting clients on the phone all day. *** KEY RESPONSIBILITIES - - - - - - - - • Provide Level 1 and Level 2 technical support to business clients. • Diagnose and resolve issues related to servers, workstations, M365, Azure, networking, and cloud apps. • Triage, update, and close tickets using ConnectWise Manage. • Work closely with our ConnectWise NOC/helpdesk and internal team. • Communicate clearly with clients in a professional, friendly manner. • Assist with projects, migrations, and automation as needed. • Work with software and SaaS vendors to resolve client issues. • Maintain accurate documentation in IT Glue. • Follow all security-first best practices. • Ensure ticket notes are detailed, client-ready, and updated in real time. • Maintain daily workflow discipline (board cleanup, ticket follow-up, mailbox cleanup, etc.). REQUIRED SKILLS & QUALIFICATIONS - - - - - - - - • Proven MSP experience (Level 2 required) • Strong English communication (written + verbal) • Deep understanding of troubleshooting Windows, networks, and cloud environments • Ability to diagnose and resolve issues independently and efficiently • Proficiency with: -- ConnectWise Manage (PSA) -- ConnectWise Asio / Automate (RMM) -- IT Glue Documentation -- Microsoft 365 Admin Centers (Exchange, SharePoint, Teams) -- Entra ID / Azure AD (Identity, groups, MFA, SSO, access policies) -- Azure (VMs, networking, storage – preferred) -- Google Workspace -- Firewall portals: Sophos, SonicWall, Todyl (preferred) • Strong understanding of networking fundamentals (DNS, DHCP, routing, VLANs, VPN) • Ability to follow SOPs and update documentation clearly & accurately • Must demonstrate STRONG INTEGRITY, HONESTY, and ACCOUNTABILITY in all work PREFERRED SKILLS (Bonus but not required)