Senior Helpdesk Technician | Business Hours (Shift B)

Senior Helpdesk Technician | EST/EDT Time Zone
Working Days: Tuesday - Saturday
Working Hours: 8:30AM – 5:00PM

Location: Remote (Philippines)
Type: Full-Time
Rate: $7.00 – $11.00 USD per hour (Depending on Experience)

ONLY APPLICANTS WHO COMPLETE THE
FULL INSTRUCTIONS WILL BE CONSIDERED

COMPANY SUMMARY

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We are a US-based Managed IT Service Provider (MSP) specializing in IT Support, Cybersecurity, Cloud Solutions, and Compliance for businesses nationwide. We are headquartered in New Jersey and serve SMBs and regulated industries that demand high security, reliability, and exceptional support.

We value:
> Integrity and honesty (dishonesty of any form is not tolerated)
> Accountability
> Professionalism
> A team culture built on trust, communication, and continuous improvement

We operate in a fast-paced, collaborative environment supporting mission-critical technology for our clients. We value proactive, detail-oriented, and dependable individuals who take pride in delivering high-quality work.

POSITION SUMMARY

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We are seeking senior Helpdesk Technicians to deliver high-quality remote IT support to our business clients. This is a fast-paced, client-facing role requiring strong troubleshooting skills, exceptional communication, and deep familiarity with MSP tools and workflows.

You will resolve Level 1, 2 & 3 issues, assist with projects, collaborate with our ConnectWise NOC, and interact with SaaS vendors and software support teams. Technicians must maintain a security-first mindset in all work.

You will respond to and resolve issues such as:

• Business application support (M365, SaaS apps, Azure AD)
• Microsoft Admin Portal / Entra / Azure issues
• Google Workspace support
• Email delivery issues (client + server side)
• Firewall/UTM configuration changes
• Credential issues, password resets, MFA configuration
• PC performance and system troubleshooting
• Printer/scanner issues
• VPN and remote access problems

This shift includes Saturday support due to business demand and service coverage needs.

* Must have excellent English writing and speaking skills and be comfortable supporting clients on the phone all day. *

KEY RESPONSIBILITIES

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• Provide technical support to business clients.
• Diagnose and resolve issues related to servers, workstations, M365, Azure, networking, and cloud apps.
• Triage, update, and close tickets using ConnectWise Manage.
• Work closely with our ConnectWise NOC/helpdesk and internal team.
• Communicate clearly with clients in a professional, friendly manner.
• Assist with projects, migrations, and automation as needed.
• Work with software and SaaS vendors to resolve client issues.
• Maintain accurate documentation in IT Glue.
• Follow all security-first best practices.
• Ensure ticket notes are detailed, client-ready, and updated in real time.
• Maintain daily workflow discipline (board cleanup, ticket follow-up, mailbox cleanup, etc.).

REQUIRED SKILLS & QUALIFICATIONS

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• Proven MSP experience (senior tech)
• 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:

-- ConnectWise Manage (PSA)
-- ConnectWise Asio / Automate (RMM)
-- IT Glue Documentation
-- 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, Todyl (preferred)

• Strong understanding of networking fundamentals (DNS, DHCP, routing, VLANs, VPN)
• Ability to follow SOPs and update documentation clearly & accurately
• Must demonstrate STRONG INTEGRITY, HONESTY, and ACCOUNTABILITY in all work

PREFERRED SKILLS (Bonus but not required)

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• 2+ years technical support experience
• 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
• Prior ConnectWise helpdesk experience (major plus)
• Vendor certifications (Microsoft, Cisco, SonicWall, Sophos, CompTIA)

CERTIFICATION REQUIREMENTS

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• CompTIA A+ required within 1 year of hire
• Any 2 Microsoft certifications required within 1 year of hire

HOME OFFICE REQUIREMENTS

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> 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

WORK SCHEDULE

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SHIFT: REGULAR HOURS SHIFT "B"

• Tuesday - Saturday: 8:30 AM – 5:00 PM EST (US Time)
• 30-minute lunch break (unpaid)

BENEFITS

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> Work From Home
> Work/Life Balance
> Supportive and appreciative team culture
> Medical Insurance Reimbursement after 90 days (full-time only)
> 13th Month Pay
> PTO - Paid Time Off (full-time only)
> Paid US Holidays

HOW TO APPLY

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NOTE - > ALL steps required. Incomplete applications are automatically rejected

1 — Confirm you have Level 2 MSP Experience
2 — Upload your Resume
3 — Submit a short video at your work desk explaining why you're a great fit

• MUST say “Blueclone Networks” in the video *

4 — In your video, answer:
> A. What MSP experience do you have?
> B. What MSP tools have you used (PSA, RMM, documentation, etc.)?
> C. What M365, Entra, and Azure experience do you have?
> D. What hourly rate are you seeking (USD)?

5 — Submit all materials only through OnlineJobs.ph (no email submissions)

6 — Must use a minimum of 5 Apply Points

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Important Note
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The company has a ZERO-TOLERANCE POLICY for dishonesty prior to and during employment.
If you provide false information, plagiarize work samples, use AI inappropriately without disclosure, or misrepresent your experience, your application will be immediately rejected and permanently blocked.