Helpdesk Analyst

At ScalableOS,we're redefining offshoring by connecting growth-focused businesses with toptalents across the Philippines. Our expertise is in providing top-tier talentfor IT companies, with a strong focus on Managed Service Providers (MSPs), Tax& Accounting, and other industries. To continue delivering exceptionalresults, we're looking for passionate individuals ready to make an impact andthrive in a team built on trust, integrity, and excellence. Join us as we drivecontinuous growth and scalability. Your next big opportunity starts here!

This is a remote position.

We're seeking a dependable, tech-savvy Helpdesk Analyst to join our support team. In this role, you'll serve as a key point of contact for our clients, handling more advanced issues along with basic troubleshooting. You'll work alongside a collaborative team, escalating only the most complex problems while owning the rest from start to finish.

This role is ideal for a proactive IT professional with strong troubleshooting abilities who can communicate complex technical issues in simple terms. If you enjoy variety in your work, interacting with clients, and working in a variety of systems, we'd love to hear from you!

• Provide support for end users via phone, email, and remote tools
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 apps, printers, and common business software
• Support basic networking issues such as connectivity, VPN, and DNS problems
• Handle user onboarding/offboarding including email setup, permissions, and workstation configuration
• Collaborate with other team members to ensure quick resolution and knowledge sharing
• Troubleshoot firewalls, switches, and other networking equipment.
• Follow and implement security best practices across client environments.
• Communicate effectively with clients, ensuring technical solutions are explained in clear, non-technical terms.
• Maintain detailed documentation of work performed in ticketing and documentation systems.
  

• Minimum of 3 years of experience working as a Helpdesk Analyst. MSP experience is preferred.
• Deep experience working with Microsoft 365, Azure AD, Intune, and related cloud services.
• Solid understanding of firewalls (Meraki, SonicWall, etc.), switches, and networking fundamentals. The ability to troubleshoot networking issues.
• Experience with RMM tools, PSA systems, and IT automation.
• Ability to communicate complex IT concepts in layman's terms.

• Industry certifications (Microsoft, Cisco, CompTIA, or similar).
• Knowledge of scripting (PowerShell, Python, etc.).

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.