Level 1.5 Service Desk Engineer | AU MSP | WFH
full-time•Pasig
About this role
Setup and Location: Work from Home (Remote – Philippines-based)
Work Schedule: 9:00 AM – 6:00 PM AWST | 9:00 AM – 6:00 PM PHT
Employment Type: Full-time
Ready to join an MSP where you can actually learn, grow, and make an impact from day one?
Our AU MSP Client is looking for a Level 1.5 Service Desk Engineer to join their team. They're a managed service provider built to be a true single point of contact for all things IT, from ordering and setting up equipment to supporting cloud environments and ongoing IT operations. They work fully remotely, using strong collaboration routines and tools to keep everything moving smoothly.
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!
Work Schedule: 9:00 AM – 6:00 PM AWST | 9:00 AM – 6:00 PM PHT
Employment Type: Full-time
Ready to join an MSP where you can actually learn, grow, and make an impact from day one?
Our AU MSP Client is looking for a Level 1.5 Service Desk Engineer to join their team. They're a managed service provider built to be a true single point of contact for all things IT, from ordering and setting up equipment to supporting cloud environments and ongoing IT operations. They work fully remotely, using strong collaboration routines and tools to keep everything moving smoothly.
This role is designed to take ownership of first-touch support and ticket flow, creating breathing space for our Level 2 and Level 3 engineers to focus on escalations and project work. If you enjoy resolving issues, staying organised, and working in a fast-paced MSP environment, you’ll fit right in
You’ll be the kind of person who:
- Owns first-touch support and confidently handles Level 1 to Level 1.5 requests end-to-end
- Works tickets efficiently while maintaining quality notes and clear customer updates
- Jumps onto devices remotely to fix issues proactively (often without needing outbound calls)
- Logs and tracks time accurately (visibility matters, not micromanagement)
- Escalates smartly when issues go beyond a reasonable troubleshooting window, while still learning along the way
- Communicates blockers early instead of letting tickets stall for days
- Triage incoming tickets via phone and email
- Provide remote Level 1 / Level 1.5 IT support across multiple client environments
- Update ticket statuses properly and follow defined workflows and priorities
- Track time against tasks/tickets with accuracy and discipline
- Use remote access tools to troubleshoot and resolve issues quickly
- Support checklists and recurring operational tasks (e.g., backup checks, monitoring, client health checks)
- Contribute to documentation improvements and knowledge sharing (reducing “tribal knowledge”)
- Assist with project tasks where appropriate (based on capability and interest)
We’re looking for strong fundamentals and the ability to work across a variety of client setups.
Core Skills / Experience
- Windows 11 support
- Microsoft 365 (user support + basic admin exposure)
- Troubleshooting desktops/laptops and common end-user issues
- Basic networking fundamentals (connectivity, access, common LAN/Wi-Fi issues)
- Comfort working in a ticket-driven environment
Tools Exposure (Strong Advantage)
- ConnectWise (ticketing/time tracking)
- NinjaRMM (or similar RMM tools)
- High visibility of your work via ticket updates + accurate time logging
- Consistent productivity, with a target of 7.5–8.5 hours of accountable time/day
- Strong ticket throughput while keeping quality, notes, and customer communication intact
- Ownership mindset: if you take the ticket, you own the outcome
Requirements
What You Bring- 3+ years overall IT support experience (aligned with Level 1 / 1.5 support)
- Excellent English communication (written and verbal)
- Strong organisation, accountability, and comfort working independently in a remote setup
- Ability to manage multiple tickets and priorities without losing control of follow-through
- 12+ months MSP experience (strong preference)
- Microsoft and/or Cisco certifications (entry-level is fine)
- Familiarity with time-based service delivery and SLA-driven environments
- Confidence working across many clients (not just one internal environment)
- Fully remote team (you won’t be “the only remote person”)
- Daily team catch-ups and priority alignment
- Collaboration through internal tools and shared communication channels
- Clear documentation, templates, and checklists to support you as you ramp up
Benefits
Why You’ll Love Working HereHMO, 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!
What you'll do
- The role involves owning first-touch support and efficiently managing ticket flow while maintaining quality communication with customers. The engineer will also be responsible for troubleshooting issues remotely and escalating when necessary.
About Staff Domain Inc.
Staff Domain’s mission is to support global businesses through end-to-end offshore recruitment and operational management to enable cost savings and rapid growth.
We offer staff acquisition and bespoke solutions to clients looking to expand, looking for resource support, or simply looking to support their bottom line.
We cater to a variety of services to providing comprehensive, tailor-fitted approach for your business and local team needs. With Staff Domain, you are in control.
We pride ourselves in presenting smooth end-to-end, customized offshoring experience and in providing employees the best career experience that will compliment clients' products and services in further promotion and market penetration to improve total satisfaction of customers and staff alike.
Personalized service excellence is our core. Operational consistency is our key. Our culture is what sets us apart. Be one step ahead of the competition.
Ready to join Staff Domain Inc.?
Take the next step in your career journey
Frequently Asked Questions
What does a Level 1.5 Service Desk Engineer | AU MSP | WFH do at Staff Domain Inc.?
As a Level 1.5 Service Desk Engineer | AU MSP | WFH at Staff Domain Inc., you will: the role involves owning first-touch support and efficiently managing ticket flow while maintaining quality communication with customers. The engineer will also be responsible for troubleshooting issues remotely and escalating when necessary..
Is the Level 1.5 Service Desk Engineer | AU MSP | WFH position at Staff Domain Inc. remote?
The Level 1.5 Service Desk Engineer | AU MSP | WFH position at Staff Domain Inc. is based in Pasig, Metro Manila, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Level 1.5 Service Desk Engineer | AU MSP | WFH position at Staff Domain Inc.?
You can apply for the Level 1.5 Service Desk Engineer | AU MSP | WFH position at Staff Domain Inc.directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.