Set-up and Location: Onsite Ortigas Pasig (Hybrid option may be available)
Work Schedule: 8:30 AM 5:30 PM (AEST) 6:30 AM 3:30 PM (PH Time)
On-Call: Required after AU shift
Ready to be part of a team that keeps businesses running smoothly
Were looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic client-focused Managed Service Provider (MSP) team supporting Australian clients.
In this role youll be the first point of contact for customers needing technical support across software hardware telephony cybersecurity internet and networking. Youll troubleshoot issues resolve tickets and ensure customer satisfaction all while collaborating with technical experts and external vendors to maintain smooth IT operations.
This is an exciting opportunity for someone passionate about problem-solving technology and delivering world-class customer support in a fast-paced environment.
What Youll Do
Service Desk Support (60%)
- Provide frontline support via phone email and remote tools managing daily ticket queues
- Log all incidents in ConnectWise Manage and document resolutions in IT Glue.
- Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities.
- Deliver timely resolutions within SLA targets escalating issues as needed.
- Assist with client onboarding and system training.
- Coordinate with third-party vendors (e.g. ISPs) for issue resolution.
- Support onsite requests when required.
Network Operations (10%)
- Manage NOC tickets including system monitoring patching and backup troubleshooting.
- Use RMM tools such as N-Able ImmyBot or JAMF Pro for proactive maintenance.
- Monitor firmware/software updates on Firewalls Servers Switches Access Points and PBX systems.
Security Operations (10%)
- Monitor and respond to cybersecurity incidents for internal and client environments.
- Assist in incident response root cause analysis and Secure Score reviews.
- Contribute to ISO compliance and cybersecurity awareness initiatives.
Project Work (10%)
- Support infrastructure and cloud migration projects.
- Handle new machine builds tenancy configurations and data migrations.
Continuous Improvement & Governance (10%)
- Update documentation refine processes and share technical knowledge with the team.
- Identify recurring issues and suggest automation or long-term fixes.
- Participate in training and certification programs for professional growth.
Requirements
What You Bring
Core Values & Attitude
- Customer-first mindset
- Passionate reliable and trustworthy
- Team-oriented and solution-driven
- Calm under pressure and proactive in problem-solving
- Commitment to continuous improvement
Technical Expertise
- Ticketing systems: ConnectWise Manage
- RMM tools: N-Able JAMF Pro ImmyBot Kandji
- Backup solutions: Keep-IT StorageCraft Cloudberry Datto Azure AvePoint
- Network & telephony: Fortinet Ubiquiti Cisco Meraki HP/Aruba 3CX
- Documentation tools: IT Glue
- Cloud platforms: Microsoft 365 Azure Intune Autopilot
- Scripting: PowerShell
- Experience with Google Workspace and AWS (a plus)
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate
- MCSA / MCSE
- CompTIA Security
Experience
- Minimum 3 years of technical support experience (MSP background preferred)
- Strong knowledge of Microsoft 365 Azure networking and endpoint management
- Proven ability to multitask prioritize tickets and deliver within SLAs
- Excellent communication and customer service skills
Benefits
Why Youll Love Working Here
HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party Family Day Team Building and more!
Lets Talk If youre thinking this sounds like meit probably is. Click apply.
We cant wait to meet you.
Required Skills:
Set-up and Location: Onsite Ortigas Pasig (Hybrid option may be available) Work Schedule: 8:30 AM 5:30 PM (AEST) 6:30 AM 3:30 PM (PH Time) On-Call: Required after AU shift Ready to be part of a team that keeps businesses running smoothly Were looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic client-focused Managed Service Provider (MSP) team supporting Australian this role youll be the first point of contact for customers needing technical support across software hardware telephony cybersecurity internet and networking. Youll troubleshoot issues resolve tickets and ensure customer satisfaction all while collaborating with technical experts and external vendors to maintain smooth IT operations. This is an exciting opportunity for someone passionate about problem-solving technology and delivering world-class customer support in a fast-paced environment. What Youll Do Service Desk Support (60%) Provide frontline support via phone email and remote tools managing daily ticket queues Log all incidents in ConnectWise Manage and document resolutions in IT Glue. Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities. Deliver timely resolutions within SLA targets escalating issues as needed. Assist with client onboarding and system training. Coordinate with third-party vendors (e.g. ISPs) for issue resolution. Support onsite requests when required. Network Operations (10%) Manage NOC tickets including system monitoring patching and backup troubleshooting. Use RMM tools such as N-Able ImmyBot or JAMF Pro for proactive maintenance. Monitor firmware/software updates on Firewalls Servers Switches Access Points and PBX systems. Security Operations (10%) Monitor and respond to cybersecurity incidents for internal and client environments. Assist in incident response root cause analysis and Secure Score reviews. Contribute to ISO compliance and cybersecurity awareness initiatives. Project Work (10%) Support infrastructure and cloud migration projects. Handle new machine builds tenancy configurations and data migrations. Continuous Improvement & Governance (10%) Update documentation refine processes and share technical knowledge with the team. Identify recurring issues and suggest automation or long-term fixes. Participate in training and certification programs for professional growth. Requirements What You Bring Core Values & Attitude Customer-first mindset Passionate reliable and trustworthy Team-oriented and solution-driven Calm under pressure and proactive in problem-solving Commitment to continuous improvement Technical Expertise Ticketing systems: ConnectWise Manage RMM tools: N-Able JAMF Pro ImmyBot Kandji Backup solutions: Keep-IT StorageCraft Cloudberry Datto Azure AvePoint Network & telephony: Fortinet Ubiquiti Cisco Meraki HP/Aruba 3CX Documentation tools: IT Glue Cloud platforms: Microsoft 365 Azure Intune Autopilot Scripting: PowerShell Experience with Google Workspace and AWS (a plus) Preferred Certifications Microsoft Certified: Azure Administrator Associate MCSA / MCSE CompTIA Security Experience Minimum 3 years of technical support experience (MSP background preferred) Strong knowledge of Microsoft 365 Azure networking and endpoint management Proven ability to multitask prioritize tickets and deliver within SLAs Excellent communication and customer service skills
Required Education:
Bachelors Degree
Set-up and Location: Onsite Ortigas Pasig (Hybrid option may be available) Work Schedule: 8:30 AM 5:30 PM (AEST) 6:30 AM 3:30 PM (PH Time) On-Call: Required after AU shiftReady to be part of a team that keeps businesses running smoothlyWere looking for a Service Desk Analyst (MSP Support Analyst...
Set-up and Location: Onsite Ortigas Pasig (Hybrid option may be available)
Work Schedule: 8:30 AM 5:30 PM (AEST) 6:30 AM 3:30 PM (PH Time)
On-Call: Required after AU shift
Ready to be part of a team that keeps businesses running smoothly
Were looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic client-focused Managed Service Provider (MSP) team supporting Australian clients.
In this role youll be the first point of contact for customers needing technical support across software hardware telephony cybersecurity internet and networking. Youll troubleshoot issues resolve tickets and ensure customer satisfaction all while collaborating with technical experts and external vendors to maintain smooth IT operations.
This is an exciting opportunity for someone passionate about problem-solving technology and delivering world-class customer support in a fast-paced environment.
What Youll Do
Service Desk Support (60%)
- Provide frontline support via phone email and remote tools managing daily ticket queues
- Log all incidents in ConnectWise Manage and document resolutions in IT Glue.
- Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities.
- Deliver timely resolutions within SLA targets escalating issues as needed.
- Assist with client onboarding and system training.
- Coordinate with third-party vendors (e.g. ISPs) for issue resolution.
- Support onsite requests when required.
Network Operations (10%)
- Manage NOC tickets including system monitoring patching and backup troubleshooting.
- Use RMM tools such as N-Able ImmyBot or JAMF Pro for proactive maintenance.
- Monitor firmware/software updates on Firewalls Servers Switches Access Points and PBX systems.
Security Operations (10%)
- Monitor and respond to cybersecurity incidents for internal and client environments.
- Assist in incident response root cause analysis and Secure Score reviews.
- Contribute to ISO compliance and cybersecurity awareness initiatives.
Project Work (10%)
- Support infrastructure and cloud migration projects.
- Handle new machine builds tenancy configurations and data migrations.
Continuous Improvement & Governance (10%)
- Update documentation refine processes and share technical knowledge with the team.
- Identify recurring issues and suggest automation or long-term fixes.
- Participate in training and certification programs for professional growth.
Requirements
What You Bring
Core Values & Attitude
- Customer-first mindset
- Passionate reliable and trustworthy
- Team-oriented and solution-driven
- Calm under pressure and proactive in problem-solving
- Commitment to continuous improvement
Technical Expertise
- Ticketing systems: ConnectWise Manage
- RMM tools: N-Able JAMF Pro ImmyBot Kandji
- Backup solutions: Keep-IT StorageCraft Cloudberry Datto Azure AvePoint
- Network & telephony: Fortinet Ubiquiti Cisco Meraki HP/Aruba 3CX
- Documentation tools: IT Glue
- Cloud platforms: Microsoft 365 Azure Intune Autopilot
- Scripting: PowerShell
- Experience with Google Workspace and AWS (a plus)
Preferred Certifications
- Microsoft Certified: Azure Administrator Associate
- MCSA / MCSE
- CompTIA Security
Experience
- Minimum 3 years of technical support experience (MSP background preferred)
- Strong knowledge of Microsoft 365 Azure networking and endpoint management
- Proven ability to multitask prioritize tickets and deliver within SLAs
- Excellent communication and customer service skills
Benefits
Why Youll Love Working Here
HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: Year-End Party Family Day Team Building and more!
Lets Talk If youre thinking this sounds like meit probably is. Click apply.
We cant wait to meet you.
Required Skills:
Set-up and Location: Onsite Ortigas Pasig (Hybrid option may be available) Work Schedule: 8:30 AM 5:30 PM (AEST) 6:30 AM 3:30 PM (PH Time) On-Call: Required after AU shift Ready to be part of a team that keeps businesses running smoothly Were looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic client-focused Managed Service Provider (MSP) team supporting Australian this role youll be the first point of contact for customers needing technical support across software hardware telephony cybersecurity internet and networking. Youll troubleshoot issues resolve tickets and ensure customer satisfaction all while collaborating with technical experts and external vendors to maintain smooth IT operations. This is an exciting opportunity for someone passionate about problem-solving technology and delivering world-class customer support in a fast-paced environment. What Youll Do Service Desk Support (60%) Provide frontline support via phone email and remote tools managing daily ticket queues Log all incidents in ConnectWise Manage and document resolutions in IT Glue. Prioritize phone communication to build rapport and uncover additional issues or upsell opportunities. Deliver timely resolutions within SLA targets escalating issues as needed. Assist with client onboarding and system training. Coordinate with third-party vendors (e.g. ISPs) for issue resolution. Support onsite requests when required. Network Operations (10%) Manage NOC tickets including system monitoring patching and backup troubleshooting. Use RMM tools such as N-Able ImmyBot or JAMF Pro for proactive maintenance. Monitor firmware/software updates on Firewalls Servers Switches Access Points and PBX systems. Security Operations (10%) Monitor and respond to cybersecurity incidents for internal and client environments. Assist in incident response root cause analysis and Secure Score reviews. Contribute to ISO compliance and cybersecurity awareness initiatives. Project Work (10%) Support infrastructure and cloud migration projects. Handle new machine builds tenancy configurations and data migrations. Continuous Improvement & Governance (10%) Update documentation refine processes and share technical knowledge with the team. Identify recurring issues and suggest automation or long-term fixes. Participate in training and certification programs for professional growth. Requirements What You Bring Core Values & Attitude Customer-first mindset Passionate reliable and trustworthy Team-oriented and solution-driven Calm under pressure and proactive in problem-solving Commitment to continuous improvement Technical Expertise Ticketing systems: ConnectWise Manage RMM tools: N-Able JAMF Pro ImmyBot Kandji Backup solutions: Keep-IT StorageCraft Cloudberry Datto Azure AvePoint Network & telephony: Fortinet Ubiquiti Cisco Meraki HP/Aruba 3CX Documentation tools: IT Glue Cloud platforms: Microsoft 365 Azure Intune Autopilot Scripting: PowerShell Experience with Google Workspace and AWS (a plus) Preferred Certifications Microsoft Certified: Azure Administrator Associate MCSA / MCSE CompTIA Security Experience Minimum 3 years of technical support experience (MSP background preferred) Strong knowledge of Microsoft 365 Azure networking and endpoint management Proven ability to multitask prioritize tickets and deliver within SLAs Excellent communication and customer service skills
Required Education:
Bachelors Degree
View more
View less
Job Location:
Monthly Salary:
Experience Required:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
