About Us
At ScalableOS,
we're redefining offshoring by connecting growth-focused businesses with top
talents across the Philippines. Our expertise is in providing top-tier talent
for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax
& Accounting, and other industries. To continue delivering exceptional
results, we’re looking for passionate individuals ready to make an impact and
thrive in a team built on trust, integrity, and excellence. Join us as we drive
continuous growth and scalability. Your next big opportunity starts here!
Job Description
SUMMARY
The
Technology Support Specialist
is both
foundational and mission critical within the Company. This fully remote role
combines the core responsibilities of first touch ticket triage, initial
technical troubleshooting, and Tier 1 resolution, as well as proper routing and
prioritization of support requests.
Technicians in this role will evaluate,
diagnose, document, and remotely resolve technical and business-oriented issues
across a wide range of technologies consistent with Company’s Managed Services
and Service Desk support obligations.
This role is designed to fulfill the front
line of our client support experience, ensuring fast, professional, and
accurate handling of support requests. Growth in both technical capability and
business acumen is expected, and the experience gained in this role forms the
foundation for advancement within the Technology Consultant job class.
JOB RESPONSIBILITIES
Ticket Intake,
Prioritization & Dispatch (Triage Responsibilities)
Receive inbound
support requests via phone, email, or ticketing system.
Create detailed and
accurate service tickets including required metadata:
Requester’s name
Client company
Callback number
Detailed problem
description
Perceived priority
level
Assign preliminary
priority level based on Service Desk definitions (Emergency/Medium/Low).
Identify incomplete or
missing information and follow up with the requester before escalation.
Route tickets to
appropriate queues or escalate to T2/T3 when:
Estimated resolution
exceeds 15 minutes
Issue is out-of-scope
Specialized technical
expertise is required
Monitor pending
tickets, follow up with end users, and ensure timely progression.
Tier 1 Remote
Technical Troubleshooting (In-scope Tickets)
Perform 1st level
remote diagnosis and resolution for:
Workstation
performance issues
Login/authentication
problems
Microsoft 365 issues
(email, Teams, OneDrive sync issues)
Printer/queue errors
(remote only)
Browser issues and
configuration
Network connectivity
(remote testing, adapter resets, etc.)
Basic user account
issues (password resets, unlocks, group membership review)
Remote software
installations per scheduling rules
Document all
troubleshooting performed, including resolution details.
Follow escalation
rules precisely when issues exceed Tier 1 capability or scope.
Customer Service &
Communication
Deliver fast,
courteous, and professional support to all clients.
Keep users informed of
ticket status, next steps, and expected timelines.
Communicate clearly
and consistently, using communication standards.
Represent Company’s
values and service culture during all interactions.
Remote Administrative Tasks (In-Scope)
Reset passwords, unlock accounts, and
manage basic directory tasks.
Configure Outlook profiles, troubleshoot
mail flow, and assist with email resets.
Assist with remote setup steps for new
users when physical tasks are handled by onsite providers.
Coordinate with internal teams and
3rd-party vendors as required.
Compliance With Company Technology
Processes
Adhere to all Service Desk protocols which
include:
Service Desk Hours / After-Hours Policies
Emergency definition and handling
Software installation scheduling (48-hr
notice, 5 devices/day limits)
Security Stack requirements
Authentication and credential handling
policies
Always maintain confidentiality and
security of client information.
QUALIFICATIONS
Experience in MSP
(Managed Service Provider) environments
Experience with
ConnectWise PSA
Experience with
ConnectWise RMM
Experience delivering
remote help desk or service desk support (Network connectivity, Printer/print
queue issues, User authentication, password resets, Profile issues and user
configurations)
Strong troubleshooting
skills in Windows and macOS
7 Layer OSI Network
Model
Preferred Skills:
Familiarity with M365
environment (Outlook, Teams, SharePoint Online)
Excellent
communication and customer service skills
Strong attention to
detail and documentation discipline
Ability to work
independently in a remote setting
Familiarity with
UniFi, Meraki, and SonicWall network hardware and software
Business-Grade
AntiVirus
EndPoint Detection
& Response (EDR) solutions
Managed Detection
& Response (MDR) solutions
Email Anti-Phishing
& Response Solutions
Dark Web Monitoring
tools
Vulnerability
Management solutions
Password Management
tools
SASE Zero Trust
solutions
Web browsers (Edge,
Chrome, Safari, Firefox)
Common third-party
applications (Adobe, etc.)
Smart phones, mobile devices (Android, iOS)
Security Awareness programs
SaaS Backup platforms
Ability to learn new systems quickly
JOB REQUIREMENTS
Stable internet connection suitable for
VoIP and remote support
Quiet, professional home-office environment
Should be willing to
accept a long-term work-from-home arrangement.