Staff Domain

Service Desk Engineer, Level 1.5

Staff Domain

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

DNS

About the role

  • 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)

Requirements

  • 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
  • Highly Favourable (Nice-to-Haves) 3+ years support experience plus 12 months MSP preferred
  • Experience with Application Control, Backup software, EDR platform/threat hunting, mail filtering, and DNS modifications.
  • 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)
  • Accountability (Extreme Ownership)
  • Integrity
  • Communicate clearly when things are working and when you've hit a road block.
Benefits
  • 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!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Level 1 supportLevel 1.5 supportticket managementremote troubleshootingtime trackingdocumentation improvementApplication ControlBackup softwareEDR platformDNS modifications
Soft Skills
communicationorganizationaccountabilityindependencemulti-taskingproblem-solvingadaptabilityintegrityextreme ownershipproactive communication
Certifications
Microsoft certificationCisco certification