Level 3 Helpdesk Technician (EST Time Zone)

Please login or register as jobseeker to apply for this job.

: TYPE OF WORK

Full Time

: SALARY

$5.00 – $9.00 USD per hour

: HOURS PER WEEK

40

: DATE UPDATED

Oct 23, 2026

JOB OVERVIEW

Level 3 Helpdesk Technician (EST Time Zone)

Full Time | 40 hours/week | Remote (Philippines)
Schedule: Monday – Friday, 9:00AM – 5:00PM EST
Pay: $5.00 – $9.00 USD per hour, based on experience

PLEASE NOTE: We only review applications that follow every step in the "How to Apply" section below.

ABOUT US
- - - - - - - -

We are a Managed IT Service Provider (MSP) based in New Jersey, USA. We help small and mid-sized businesses across the country, including companies in regulated industries, with IT support, cybersecurity, cloud services, and compliance. Our clients count on us for secure, reliable systems and support they can trust.

What matters to us:
> Honesty and integrity, without exception
> Accountability
> Professional conduct with clients and teammates
> Open communication, mutual trust, and always getting better

Our team moves quickly and works closely together to keep our clients' critical systems running. We look for people who are dependable, pay attention to detail, get ahead of problems, and care about the quality of what they deliver.

THE ROLE
- - - - - - - -

We're hiring a Level 3 Helpdesk Technician to provide advanced remote support to our business clients. You'll be the person the team relies on for escalated and complex issues, so strong troubleshooting, clear communication, and hands-on experience with MSP tools and processes are essential.

Day to day, you'll work escalated tickets, support projects, partner with our PSA system, and coordinate with SaaS and software vendors. Security comes first in everything you do.

Typical issues you'll handle include:
• Business applications (M365, SaaS platforms, Azure AD)
• Microsoft Admin Portal, Entra, and Azure
• Google Workspace
• Email delivery problems on both the client and server side
• Firewall/UTM configuration changes
• Account access, password resets, and MFA setup
• Slow PCs and general system troubleshooting
• Printers and scanners
• VPN and remote access

** You must write and speak English fluently and be comfortable on the phone with clients throughout your shift. **

WHAT YOU'LL DO
- - - - - - - -

• Take ownership of escalated Level 3 support requests from business clients.
• Troubleshoot and fix problems involving servers, workstations, M365, Azure, networks, and cloud applications.
• Identify recurring issues and technical deficiencies and work with the management team to develop long-term solutions
Manage tickets from start to finish in Our PSA system Manage: triage, updates, and resolution.
• Coordinate with our PSA system/helpdesk and internal staff.
• Keep clients informed with clear, courteous, professional communication.
• Contribute to projects, migrations, and automation work.
• Work directly with software and SaaS vendors to get client issues resolved.
• Keep IT Glue documentation accurate and current.
• Apply security best practices in every task.
• Write ticket notes that are thorough, client-ready, and updated as you work.
• Stay on top of daily routines such as board cleanup, ticket follow-ups, and mailbox maintenance.
• Serve as a technical resource and escalation point for the rest of the helpdesk team.

REQUIRED SKILLS & QUALIFICATIONS
- - - - - - - -

• Proven MSP experience (Level 3 required)
• Strong English communication (written + verbal)
• Deep understanding of troubleshooting Windows, networks, and cloud environments
• Ability to diagnose and resolve issues independently and efficiently
• Proficiency with:
-- PSA Systems
-- RMM Solutions
-- IT Glue Documentation (advantage)
-- Microsoft 365 Admin Centers (Exchange, SharePoint, Teams)
-- Entra ID / Azure AD (Identity, groups, MFA, SSO, access policies)
-- Azure (VMs, networking, storage – preferred)
-- Google Workspace
-- Firewall portals: Sophos, SonicWall, Fortinet, Ubiquiti (preferred)

• Strong understanding of networking fundamentals (DNS, DHCP, routing, VLANs, VPN)
• Ability to follow SOPs and update documentation clearly & accurately
• Must demonstrate Respect, Excellence, Action, Collaboration and Trust in all work.

PREFERRED SKILLS (Bonus but not required)
- - - - - - - -

• 2+ years technical support experience
• Experience with Autotask and Datto RMM
• Experience deploying and supporting macOS for business clients
• Experience with Windows and macOS MDM solutions
• Experience with Intune, Endpoint Manager, M365 Compliance
• Experience with Ubiquiti hardware and cloud controllers
• Familiarity with IT Glue, Confluence, or ITBoost
• PowerShell scripting and command-line experience
• API/Webhook configuration experience
• Vendor certifications (Microsoft, Cisco, SonicWall, Sophos, CompTIA)

HOME OFFICE REQUIREMENTS
- - - - - - - -

> Dedicated work area (quiet, distraction-free & video appropriate)
> Backup power (UPS or similar)
> Stable internet: 10 Mbps minimum
> Modern PC (currently 12GB+ RAM, Intel i5+ CPU and SSD)
> Modern Windows OS (currently Windows 11 Pro)
> Dual Monitors (3 monitors preferred)
> Webcam (must be on during all internal calls and meetings)
> Noise-cancelling headset
> Mobile phone for MFA

WHAT WE OFFER
- - - - - - - -

> 100% work from home
> Healthy work/life balance
> A team that supports and values you
> Medical insurance reimbursement after 90 days (full-time employees)
> 13th month pay
> Paid time off (full-time employees)
> Paid US holidays

HOW TO APPLY
- - - - - - - -
Every step below is required. Applications missing any step will not be reviewed.

1 — Confirm that you have Level 3 MSP experience
2 — Upload your resume
3 — Record a short video from your work desk telling us why you're the right fit
* You MUST mention "UPTIME IT" in your video *
4 — In the same video, answer these questions:
> A. Describe your MSP experience.
> B. Which MSP tools have you worked with (PSA, RMM, documentation, etc.)?
> C. What is your experience with M365, Entra, and Azure?
> D. What hourly rate (USD) are you looking for?
5 — Send everything through OnlineJobs.ph only. Emailed applications will not be accepted.
6 — Use at least 5 Apply Points when applying

A NOTE ON HONESTY
- - - - - - - -

We do not tolerate dishonesty at any stage, during hiring or after. Providing false information, submitting someone else's work, using AI without disclosing it, or overstating your experience will result in immediate rejection and a permanent block from future openings.

TAGS:
#Helpdesk, #Technical Support, #IT Support, #MSP, #Managed Service Provider, #Autotask, #IT Glue, #Microsoft 365, #Azure AD, # Philippines, IT Support Specialist, #Remote Connection, #VPN Support, #End User Support, #Tier 3 Support

SHARE THIS POST

Job Post	Reporter	Rank	Reason	Date

BENCHMARKS

Loading Time: Base Classes	0.0009
Controller Execution Time ( Jobseekers / Job )	0.0149
Total Execution Time	0.0164

GET DATA

No GET data exists

MEMORY USAGE

1,514,352 bytes

POST DATA

No POST data exists

URI STRING

jobseekers/job/Level-3-Helpdesk-Technician-EST-Time-Zone-1755184

CLASS/METHOD

jobseekers/job

DATABASE: onlinejobs (Jobseekers:$db) QUERIES: 13 (0.0075 seconds) (Hide)

0.0004	`SELECT * FROM exrates WHERE rate_name = 'USD-PHP'`
0.0006	SELECT * FROM `employer_jobs` WHERE `job_id` = 1755184 LIMIT 1
0.0005	SELECT * FROM `employers` WHERE `employer_id` = 931282 LIMIT 1
0.0004	SELECT COUNT(*) AS `numrows` FROM `t_thread` `t` LEFT JOIN `t_thread_misc` `misc` ON `t`.`id` = `misc`.`thread_id` WHERE `t`.`job_id` = 1755184 AND `misc`.`id` IS NULL
0.0006	SELECT e.business_name, e.logo, e.website, e.rebill_date, e.date_added member_date, hits, DATEDIFF('2026-10-26',ej.date_added) duration_days, DATEDIFF('2026-10-26',e.rebill_date) duration_rebill, ej.*, e.deactivate FROM employers e, employer_jobs ej WHERE e.employer_id = ej.employer_id AND ((e.user_level >= '500' AND ej.date_added <= e.rebill_date) OR e.employer_id = '' OR (ej.date_approved <> '2000-01-01' and DATEDIFF('2026-10-26',ej.date_added) <= 14 )) AND e.deactivate != 1 AND ej.deleted = 0 AND job_id = '1755184'
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1755184
0.0008	`UPDATE employer_jobs SET hit_counts = '*Oct-23-2026=696Oct-24-2026=166Oct-25-2026=18*Oct-26-2026=2' WHERE job_id= '1755184'`
0.0008	`UPDATE employer_jobs SET monthly_hits = '***Oct-2026=882' WHERE job_id= '1755184'`
0.0008	`SELECT date_sent FROM jobseeker_sent_emails WHERE jobseeker_id = '' AND job_id = '1755184' AND status LIKE 'sent%' ORDER BY id DESC`
0.0003	SELECT * FROM `employer_jobs_skills` `ejs` LEFT JOIN `skills_categories` `sc` ON `ejs`.`skill_id` = `sc`.`id` WHERE `job_id` = 1755184
0.0009	SELECT COUNT(*) AS `numrows` FROM `employer_jobs` WHERE `employer_id` = '931282' AND `date_added` >= '2022-06-08'
0.0005	`select * from teasers`
0.0006	`SELECT * FROM skill_categories WHERE skill_cat_id=''`

HTTP HEADERS (Show)

SESSION DATA (Show)

__ci_last_regenerate	1792999004
last_page	https://v1.stage.onlinejobs.ph/jobseekers/job/Level-3-Helpdesk-Technician-EST-Time-Zone-1755184
csrf-token	60a03af3d570e2e0475e8ebad5ba59cc

CONFIG VARIABLES (Show)

base_url	https://v1.stage.onlinejobs.ph
log_threshold	2
enable_profiler
index_page
uri_protocol	PATH_INFO
url_suffix
language	english
charset	UTF-8
enable_hooks	1
subclass_prefix	MY_
composer_autoload	vendor/autoload.php
permitted_uri_chars	a-z 0-9~%.:_\=\-\+\@?\&
enable_query_strings
controller_trigger	c
function_trigger	m
directory_trigger	d
allow_get_array	1
log_path
log_file_extension
log_file_permissions	420
log_date_format	Y-m-d H:i:s
error_views_path
cache_path
cache_query_string
encryption_key	OdBUArjiWg9I7u7bvAwQ7Fu35VB1kzga
sess_driver	files
sess_cookie_name	ci_session
sess_expiration	2678400
sess_save_path
sess_match_ip
sess_time_to_update	300
sess_regenerate_destroy
cookie_prefix
cookie_domain
cookie_path	/
cookie_secure
cookie_httponly
standardize_newlines
global_xss_filtering	1
csrf_protection
csrf_token_name	csrf_test_name
csrf_cookie_name	csrf_cookie_name
csrf_expire	7200
csrf_regenerate	1
csrf_exclude_uris	Array ( )
compress_output
time_reference	local
rewrite_short_tags
proxy_ips
ojadmin	JpjZkQN5A8l@^L
salt	+UFjSAT49tPZLtmU2CIG2FYN7pRhgsWyLHgSyQa6k3I=
queue_enabled
twilio	Array ( [sid] => AC00c0594045c6eef9407e8fff01f3d467 [token] => f0bfc0b73444a077894a43f5f75e6d41 [length] => 6 [from] => +639221200200 [code_expiry_seconds] => 14400 )
maintenance	Array ( [admin] => Array ( [verification] => ) [announcement_bar] => Array ( [show_slow_issue_message] => ) )
trustpilot	Array ( [to_email] => onlinejobs.ph+3d844ebf71@invite.trustpilot.com )
services	Array ( [google_tag_manager] => Array ( [id] => GTM-T5CQMS6P ) [chatgpt] => Array ( [secret] => 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 ) [claude] => Array ( [secret] => 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 ) )
v2_url	https://v2.onlinejobs.ph
replacemyself_secret_key	Kk1WpgTMkc4wBQOqC5rqCssdLhACKrsJeTtO1ywUkT4=
app	Array ( [app] => Array ( [command] => Array ( [map] => Array ( [OnlineJobs\Mailer\Command\SendEmailCommand] => OnlineJobs\Mailer\Handler\SendEmailHandler [OnlineJobs\Mail\Command\SendEmailCommand] => OnlineJobs\Mail\Handler\SendEmailHandler [OnlineJobs\Mail\Command\QueueEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueEmailPendingHandler [OnlineJobs\Mail\Command\QueueJobEmailPendingCommand] => OnlineJobs\Mail\Handler\QueueJobEmailPendingHandler [OnlineJobs\Mail\Command\QueueUnapprovedEmailCommand] => OnlineJobs\Mail\Handler\QueueUnapprovedEmailHandler [OnlineJobs\Mail\Command\ProcessEmailQueueCommand] => OnlineJobs\Mail\Handler\ProcessEmailQueueHandler [OnlineJobs\Mail\Command\PutJobseekerEmailOnHoldCommand] => OnlineJobs\Mail\Handler\PutJobseekerEmailOnHoldHandler [OnlineJobs\Purchase\Command\RealEstateVaCourseCommand] => OnlineJobs\Purchase\Handler\RealEstateVaCourseHandler [OnlineJobs\Test\Command\HelloCommand] => OnlineJobs\Test\Handler\HelloHandler ) [middleware] => Array ( ) ) [providers] => Array ( [0] => OnlineJobs\Bus\BusServiceProvider [1] => OnlineJobs\Database\DbServiceProvider [2] => OnlineJobs\Mailer\MailerServiceProvider [3] => OnlineJobs\Support\SupportServiceProvider [4] => OnlineJobs\Employer\ServiceProvider [5] => OnlineJobs\Jobseeker\ServiceProvider [6] => OnlineJobs\Mail\ServiceProvider [7] => OnlineJobs\Postal\ServiceProvider [8] => OnlineJobs\Queue\ServiceProvider [9] => OnlineJobs\Courier\ServiceProvider [10] => OnlineJobs\Job\ServiceProvider [11] => OnlineJobs\Purchase\ServiceProvider ) ) )
meta	Array ( [facebook] => Array ( [input] => 1 [connect] => 2 [timezone] => 3 [url] => 30 [id] => 31 [photo] => 32 [name] => 33 [email] => 34 [review] => 35 ) [trust] => Array ( [government_id] => 4 [utility_bill] => 5 [selfie_photo] => 6 [profile_picture] => 7 [phone_number] => 8 [facebook] => 9 ) [verify] => Array ( [profile_picture] => 10 [government_id] => 11 [selfie_photo] => 12 [utility_bill] => 13 [address] => 14 [name] => 15 [reviewed] => 16 [government_group] => 28 [address_group] => 29 [mobile] => 38 ) [address] => Array ( [complete] => 17 [room_unit_no] => 20 [house_no] => 21 [street] => 22 [subdivision] => 23 [barangay] => 24 [city] => 25 [province] => 26 [postcode] => 27 ) [reviewed] => Array ( [similar_names] => 1 ) [name] => 18 [phone] => 19 [sms_verification_code] => 36 [resend_verification_code] => 37 [address_read] => 39 [first_name] => 100 [middle_name] => 101 [last_name] => 102 [edit] => Array ( [government_id_group] => 40 [address_group] => 41 [mobile_group] => 42 ) [salary_re_entry] => 103 [id_proof_recalibrate] => 104 [email] => 44 [mobile_verification_type] => 45 )
honeypot	Array ( [name_field] => my_name [enabled] => 1 )

HTTP_ACCEPT	/
HTTP_USER_AGENT	Mozilla/5.0 AppleWebKit/537.36 (KHTML, like Gecko; compatible; ClaudeBot/1.0; +claudebot@anthropic.com)
HTTP_CONNECTION	Upgrade
SERVER_PORT	80
SERVER_NAME	v1.stage.onlinejobs.ph
REMOTE_ADDR	127.0.0.1
SERVER_SOFTWARE	Apache/2.4.58 (Ubuntu)
HTTP_ACCEPT_LANGUAGE
SCRIPT_NAME	/index.php
REQUEST_METHOD	GET
HTTP_HOST
REMOTE_HOST
CONTENT_TYPE
SERVER_PROTOCOL	HTTP/1.1
QUERY_STRING
HTTP_ACCEPT_ENCODING	gzip, br, zstd, deflate
HTTP_X_FORWARDED_FOR	216.73.217.151
HTTP_DNT

Level 3 Helpdesk Technician (EST Time Zone)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

Why is this blurred?