L1 Remote Support Engineer

You are the first line of support for Evernets clients. You pick up incoming tickets fix what can be fixed remotely give the first response to monitoring alerts and escalate the rest to L2 or the NOC with notes the next engineer can work from. You keep clients updated record every step in HaloPSA and help the team meet our service levels. You work fully remote from Indonesia the Philippines or Malaysia within the scope SOPs and security procedures Evernet sets and you report to the Service Delivery Manager. The role stops at changes outside L1 scope which go to L2 or the Tech Lead and at client commercial questions which go to the Service Delivery Manager.

• Work tickets from the L1 Remote queue mainly P3 and P4 issues that can be fixed remotely and aim to resolve them on first contact
• Check the category priority and service level on each ticket and triage manually under our SOPs when automated triage is unavailable
• Manage your own queue normally 8 to 10 active tickets. Split tickets that hold several issues and let no ticket go stale
• Keep clients updated at every stage and chase them when a ticket is waiting on them

• Handle new starters and leavers licences mailboxes shared mailboxes distribution lists and Teams
• Reset passwords unlock accounts and re-register MFA always after verifying the users identity
• Support devices: Intune enrolment and compliance Autopilot app deployment and Windows and macOS troubleshooting
• Support Outlook OneDrive SharePoint Teams and Microsoft 365 Copilot for end users

• Give the first response to LogicMonitor and NinjaOne alerts: acknowledge investigate fix routine issues such as disk space services patching and offline agents or escalate
• Run scheduled checks on backup jobs patch compliance and device health and record the results

• Escalate to L2 or the NOC when an issue is beyond L1 scope or after about 30 minutes without progress
• Write clear escalation notes: symptoms impact what you checked what you tried and what happened
• Raise risks possible security incidents and service-level breaches with the Service Delivery Manager straight away

• Record troubleshooting steps and the resolution in HaloPSA in enough detail to pass our ticket review
• Keep client documentation current in HaloPSA and SharePoint
• Follow SOPs work instructions and security procedures at all times

• Join the daily remote stand-up and work to the schedule the Service Delivery Manager sets
• Log time on every ticket and submit timesheets on time
• Help with project tasks from time to time such as workstation builds software roll-outs and Microsoft 365 migrations
• Suggest improvements to SOPs and automation

• Microsoft 365: user and licence administration Exchange Online mailboxes Teams OneDrive and SharePoint
• Entra ID and Intune: users groups MFA device enrolment and compliance
• Endpoints: strong Windows troubleshooting working knowledge of macOS and printers
• Networking basics: DNS DHCP Wi-Fi and VPN
• Tools: a PSA or ticketing system and RMM or remote-access tools

• MSP tools such as HaloPSA NinjaOne LogicMonitor and Pax8
• Security tools such as Huntress CrowdStrike or Avanan
• Exposure to Fortinet FortiGate or Cisco Meraki
• Veeam backup
• Using AI tools such as Copilot to work faster

• Clear spoken and written English because you explain issues to non-technical users by phone and chat and write the ticket notes other engineers work from

The behaviours below are pass or fail:

• You write it down. Every step and the fix go on the HaloPSA ticket. If only you know it it is not done.
• You escalate early. Staying stuck in silence is a fail.
• You keep the client updated. No ticket goes quiet.
• You verify before you reset. You never reset a password or MFA without verifying the user first.
• You keep to the access controls. You never switch off MFA or share credentials to make a job easier.

Required: none. We judge your skills by what you have done and by a practical test at interview.

• Microsoft 365 Fundamentals (MS-900) Endpoint Administrator (MD-102) Microsoft 365 Administrator (MS-102) or Identity and Access Administrator (SC-300)
• ITIL 4 Foundation
• CompTIA A or Network

• At least one year in IT support or helpdesk work ideally at an MSP or systems integrator
• A diploma or degree in IT computer science or a related field or equivalent experience

• Location: fully remote from Indonesia the Philippines or Malaysia.
• Working hours: weekdays 09:0018:00 SGT (UTC8). On-call cover outside these hours when needed is paid with an allowance.
• Equipment: Evernet provides the equipment for the role. You need a stable high-speed internet connection and a quiet workspace.

• An on-call allowance when you cover outside working hours
• 14 public holidays a year
• Equipment provided
• Training and certification support and a career path to L2 or the NOC

Apply through the link in this advert. Your application is held in our recruiting system and handled in line with Singapores Personal Data Protection Act. If your experience matches we will invite you to a short remote first-round call which may include a practical test.