Senior Help Desk Technician – Microsoft 365, Windows & MSP Support | Remote Philippines

# Senior Help Desk Technician – Microsoft 365, Windows & MSP Support | Remote Philippines

## About Consuro

Consuro is a U.S.-based managed IT services company that has been helping businesses manage and improve their technology since 2008.

We are expanding our technical support team and looking for an experienced Senior Help Desk Technician based in the Philippines. You will work remotely as part of our established Philippine and U.S. teams, providing responsive and professional technical support to Consuro’s managed-service clients.

This is a long-term opportunity for an experienced technician who can solve problems independently, communicate confidently with clients, take ownership of tickets, and assist less-experienced team members.

## About the Role

The Senior Help Desk Technician will provide advanced remote support for Windows computers, Microsoft 365, Active Directory, applications, mobile devices, printers, connectivity, and other common business technologies.

You will handle escalated help-desk issues, assist with high-priority i ---------- , and help maintain the quality of our service desk. You must be comfortable supporting multiple clients with different environments, priorities, and business needs.

This is a hands-on, client-facing role. Success requires strong troubleshooting skills, excellent English communication, careful documentation, and consistent follow-through.

## Key Responsibilities

- Provide remote technical support through telephone, email, remote-support tools, and our ticketing system.
- Handle escalated Tier 1 and Tier 2 support requests.
- Take ownership of assigned tickets from initial investigation through resolution or appropriate escalation.
- Prioritize work based on urgency, business impact, contractual service targets, and client needs.
- Troubleshoot Windows 10 and Windows 11 desktops, laptops, applications, user profiles, performance problems, and operating-system errors.
- Troubleshoot Microsoft Outlook, Teams, OneDrive, SharePoint, and other Microsoft 365 applications.
- Provision and administer Microsoft 365 users, licenses, mailboxes, groups, permissions, and multifactor authentication.
- Troubleshoot Exchange Online mail flow, mailbox access, spam filtering, shared mailboxes, distribution groups, and calendar issues.
- Perform routine Microsoft Entra ID and Active Directory administration, including users, groups, passwords, permissions, account lockouts, and computer accounts.
- Complete employee onboarding and offboarding tasks accurately and securely.
- Troubleshoot domain login, Group Policy, DNS, DHCP, VPN, Wi-Fi, internet connectivity, and basic network issues.
- Support printers, scanners, docks, monitors, mobile devices, and other business peripherals.
- Assist users with remote-access and virtual-desktop environments.
- Support endpoint management, device enrollment, application deployment, patching, and compliance policies.
- Troubleshoot endpoint security, antivirus, EDR, phishing, and email-security issues.
- Perform approved routine maintenance and administrative tasks on Windows Servers.
- Review monitoring and backup alerts, perform documented troubleshooting, and escalate when necessary.
- Use remote monitoring, management, documentation, and professional-services automation platforms effectively.
- Identify recurring problems and help develop permanent solutions.
- Create and maintain clear ticket notes, procedures, knowledge-base articles, and client documentation.
- Communicate status, next steps, and resolution details clearly to clients and team members.
- Recognize when an issue requires escalation to a systems, network, security, or project engineer.
- Provide useful diagnostic information and complete documentation when escalating a ticket.
- Assist junior technicians with troubleshooting and ticket-handling questions.
- Help maintain service quality by reviewing procedures, identifying process improvements, and sharing technical knowledge.
- Participate in occasional scheduled maintenance or escalation coverage outside the normal work schedule.

## Required Qualifications

- At least four years of professional IT support, service-desk, desktop-support, or systems-support experience.
- At least two years of experience supporting multiple client environments in an MSP or outsourced IT support organization is strongly preferred.
- Demonstrated experience handling advanced Tier 2 or senior help-desk escalations.
- Strong hands-on knowledge of Windows 10 and Windows 11.
- Strong Microsoft 365 support and administration experience.
- Working knowledge of Microsoft Entra ID and on-premises Active Directory.
- Experience with Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
- Experience with user onboarding, offboarding, permissions, licensing, and multifactor authentication.
- Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and basic firewall concepts.
- Experience using ticketing, remote-support, documentation, and remote-monitoring tools.
- Working knowledge of Windows Server environments.
- Understanding of endpoint security, patching, phishing, least-privilege access, and secure support practices.
- Ability to troubleshoot unfamiliar problems through research, testing, and logical analysis.
- Ability to manage multiple tickets without losing accuracy or follow-through.
- Excellent spoken and written English.
- Strong telephone communication and customer-service skills.
- Ability to explain technical issues clearly to nontechnical users.
- Reliable high-speed internet, backup connectivity, and a suitable professional remote-work environment.
- Ability to work an agreed schedule that includes regular overlap with U.S. business hours.

## Preferred Qualifications

Experience with any of the following is helpful:

- Microsoft Intune and Windows Autopilot
- Microsoft Defender or other endpoint-detection and response platforms
- Microsoft Entra Conditional Access
- Windows Server, Group Policy, DNS, and DHCP
- Azure Virtual Desktop or Microsoft Remote Desktop Services
- SonicWall firewalls
- Ubiquiti UniFi, Cisco, or Dell networking
- VMware, Hyper-V, or Proxmox virtualization
- Backup and disaster-recovery platforms
- PowerShell scripting
- Voice-over-IP telephone systems
- IT service-management practices
- Supporting executives or other high-priority users
- CompTIA, Microsoft, Cisco, ITIL, or similar certifications

A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred but not required. Relevant experience, technical ability, communication skills, and sound judgment are more important than a specific degree.

## The Person We Are Looking For

Our ideal candidate is:

- Dependable and accountable
- Professional and customer-service oriented
- Calm and courteous under pressure
- Proactive and self-directed
- Organized and attentive to detail
- Comfortable taking ownership of difficult issues
- Able to balance speed with accuracy
- Security-conscious
- Willing to ask for assistance when appropriate
- Interested in sharing knowledge and helping teammates improve
- Committed to continuous technical and professional development

## Employment Details and Benefits

- Full-time position
- Approximately 40 hours per week
- Fully remote position based in the Philippines
- Monthly salary of **₱80,000–₱100,000**, depending on experience and demonstrated technical expertise
- Paid leave
- Paid holidays
- 13th-month pay
- Healthcare allowance
- Regular collaboration with Philippine and U.S. team members
- Occasional scheduled maintenance or escalation coverage outside the normal work schedule

## How to Apply

Please submit your résumé and answer the following questions:

1. How many years of professional IT support experience do you have?
2. How many years have you worked for a managed service provider or outsourced help desk?
3. Describe a difficult support issue that you personally diagnosed and resolved.
4. Describe your hands-on experience with Microsoft 365, Exchange Online, Microsoft Entra ID, and Active Directory.
5. Which ticketing, documentation, remote-support, and monitoring platforms have you used?
6. Approximately how many tickets did you manage or resolve during a typical week in your most recent position?
7. Are you comfortable providing support by telephone and working directly with U.S. clients?
8. Are you available for a schedule that regularly overlaps with U.S. business hours?
9. What monthly salary are you seeking?
10. When would you be available to begin?

We are looking for someone who wants to build a long-term relationship with Consuro and become a trusted senior member of our global support team.