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TYPE OF WORK
Full Time
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SALARY
Php 120,000 and up
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HOURS PER WEEK
40
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DATE UPDATED
Mar 2, 2026
Step into a senior MSP role where your technical skills AND communication strengths truly matter.
You'll be working alongside an existing Filipino team.
You’ll support 20–25 U.S. clients, meet directly with their contacts, supporting L1/L2 technicians, and blend Systems Engineering + Technical Account Management.
This is not a help desk role. You’ll spend your time leading client conversations, reviewing environments, preventing issues before they happen, and helping clients understand the “why” behind cybersecurity and IT infrastructure decisions. You’ll bridge technical precision with professional communication, bringing structure, stability, and confidence to every interaction.
You’ll guide clients through their monthly and quarterly technology reviews, surface risks, recommend improvements, and ensure their systems stay predictable and protected. You’ll also use standardized processes, documentation, and Day-Before-Actions (DBAs) to keep reactive noise low and escalations under 10%.
ReachOut Digital Intelligence is a cybersecurity-first Managed Service Provider built like a SaaS company. We license protection, deliver support as fulfillment, and give clients structure and security before anything breaks.
***ABOUT THE ROLE
This role is the “glue” between clients, cybersecurity standards, and the rest of the internal technical team.
You’ll manage a portfolio of assigned clients, meet with their leaders, assess their environments, standardize their systems, and guide them toward secure, predictable technology, all while strengthening the relationship.
You’ll also function as a light vCIO and light vCISO, helping clients understand risk, plan ahead, and sell/recommend missing products and services of ReachOut’s IT stack.
Most of your day involves:
- Reviewing client environments
- Preparing tech alignment reports
- Running monthly client calls
- Communicating with executives
- Guiding clients toward cybersecurity and standardization upgrades
- Reducing reactive issues through documentation and proactive work
- Being the final escalation point on difficult tickets from L1/L2 helpdesk
- Coaching service desk teams on best practices
- Using AI tools (like ChatGPT) to enhance documentation, analysis, and communication
If you enjoy a role that blends technical expertise, communication, and strategic influence, you will thrive here.
***WHAT WE’RE LOOKING FOR
Core Requirements:
- Exceptional English fluency >> clear, confident, professional (C-level conversations required)
- Recommend / Sell produts and services into existing clients
- MSP experience in roles such as Systems Engineer, Network Admin, L2/L3 helpdesk, or similar
- Hands-on ability to analyze and interpret complex client environments
- Experience guiding clients through technical decisions, risk, and planning (vCIO-like exposure)
- Demonstrated ability to combine technical clarity with excellent human communication
Technical Skills:
- Microsoft 365, Azure AD, Intune
- Windows Server, Active Directory, Group Policy
- Networking fundamentals: VLANs, routing, switching, VPN, DNS/DHCP
- Firewalls: SonicWall, Fortinet, or Ubiquiti (etc.)
- Backup & DR: Acronis, Datto, VEEAM
- EDR/MDR platforms (SentinelOne, Crowdstrike, Webroot, Huntress, or similar)
- PSA/RMM tools (ConnectWise, Autotask, Kaseya, NinjaOne, Automate)
Mindset & Professional Qualities:
- Structured, organized, documentation-focused
- Confident leading conversations with executives
- Proactive, self-managing, and always thinking ahead
- Comfortable using AI tools like ChatGPT to draft communication and documentation
- Balances empathy with technical clarity
- Thrives in a role where both tech and people skills matter
***SKILLS & TOOLS YOU’LL USE REGULARLY
- Ticket System (ConnectWise / Autotask / Kaseya / Automate)
- IT Glue / Hudu
- ImmyBot, Automate/Ninja, Liongard
- Microsoft 365 Admin Center
- Windows Server
- UniFi Cloud Management
- Backup management
- Networking
- ChatGPT
- Google Workspace / Slack / Zoom
***WHAT SUCCESS LOOKS LIKE
- Clients trust you because you give clear, structured explanations and dependable follow-through
- Escalations stay below 10%
- Reactive tickets drop because your DBAs and standardization work are effective
- Every client has accurate, complete, audit-ready documentation
- Client Meetings feel calm, professional, and useful for the client
- Clients adopt more ReachOut protections because they understand the why
- Internal helpdesk teams become more effective due to your clarity and leadership
