{"id":3869906,"url":"https://alion.io/job/scalable-os-support-desk-specialist","title":"Support Desk Specialist","company":{"id":2681560,"name":"Scalable OS","domain":"scalableos.com","url":"https://alion.io/company/scalable-os","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Makati, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VMWare","optional":false}],"status":"live","first_seen_at":"2026-11-04T00:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-11T13:55:33Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"SUMMARY The Support Desk Specialist is responsible for providing advanced remote technical support and delivering high-quality IT solutions to clients while maintaining exceptional customer satisfaction. This role serves as a senior escalation resource within the Service Desk team, troubleshooting complex issues, mentoring junior engineers, and proactively identifying opportunities to improve client environments. The ideal candidate has strong experience supporting Microsoft 365 environments, virtualization technologies, remote desktop solutions, and core infrastructure platforms. This position requires a proactive, customer-focused professional who can effectively troubleshoot, document, and resolve technical issues within a fast-paced managed services environment. JOB RESPONSIBILITIESProvide advanced remote technical support and help desk services to clients while meeting established service level agreements (SLAs).\nServe as an escalation point for complex technical issues and assist Service Desk team members with troubleshooting and issue resolution.\nTroubleshoot and support Microsoft 365 environments, including Exchange Online, Teams, Intune, Autopilot, and related services.\nSupport virtualization platforms including Hyper-V, VMware, VDI environments, and remote desktop technologies.\nDiagnose and resolve backend application server issues, authentication problems, and infrastructure-related incidents.\nWork directly with vendors and third-party providers to troubleshoot and resolve technical issues impacting client environments.\nConduct root cause analysis and implement corrective actions to prevent recurring issues.\nIdentify recurring problems and proactively recommend improvements to enhance client performance, reliability, and operational efficiency.\nReview client environments and provide recommendations to ensure supported technology standards are maintained.\nMaintain accurate client documentation, technical procedures, and ticket updates.\nMentor and support junior engineers through coaching, knowledge sharing, and technical guidance.\nUtilize RMM and monitoring platforms to proactively identify and resolve issues.\nEnsure all work is properly documented and completed in accordance with operational procedures and change management standards.\nParticipate in team meetings, training sessions, and continuous improvement initiatives.\nSupport a 24/7 service delivery model and work assigned after-hours shifts. QUALIFICATIONS\nMinimum 2 years of experience supporting Microsoft 365 environments in an IT support, systems administration, or managed services environment.\nExperience providing Level 2 technical support and troubleshooting complex infrastructure issues.\nStrong experience with Microsoft 365 administration and support.\nStrong experience with Hyper-V virtualization.\nExperience supporting Citrix environments.\nExperience troubleshooting backend application server issues.\nSolid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, authentication, and remote access technologies.\nExperience supporting Active Directory and identity management solutions.\nStrong troubleshooting, analytical, and problem-solving skills.\nExcellent verbal and written communication skills.\nAbility to mentor and assist junior technical staff.\nExperience working within a ticket-driven support environment.\nBachelor’s degree in information technology, Computer Science, or a related field, or equivalent practical experience. Preferred\nExperience with Azure administration and support.\nExperience with VMware, VDI, and remote desktop technologies.\nExperience supporting AD Connect, RDS/RDP, Radius, Duo, FSLogix, Intune, Autopilot, and Microsoft Teams.\nExperience with SAN, storage, virtualization, and server infrastructure technologies.\nExperience using ConnectWise Automate, ConnectWise RMM, or similar monitoring and management tools.\nExperience within a Managed Services Provider (MSP) environment.\nIndustry certifications such as: o CCNA o VCP o MCSE o Citrix Certified Professional (CCP) o Microsoft Certifications o Other relevant infrastructure certifications JOB REQUIREMENTS\nShould be willing to accept a long-term work-from-home arrangement.\nShould be amenable to shift schedules that include evenings, weekends, and holidays.\n• Specific shift assignments will be determined based on team coverage needs and may rotate (US Time Zone).","description_format":"text","description_chars":4394,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","IT Staffing & Staff Augmentation"],"lifecycle":[{"event":"open","at":"2026-11-06T13:58:31Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":7,"expected_fill_days":43,"reasons":["conf:1","velocity","win:early","comp:junior"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/scalable-os-support-desk-specialist","json_url":"https://alion.io/job/scalable-os-support-desk-specialist.json","meta":{"generated_at":"2026-11-11T14:52:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27565,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2681560},"rest":"https://alion.io/mcp/rest/get_company?id=2681560"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fscalable-os-support-desk-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fscalable-os-support-desk-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fscalable-os-support-desk-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/scalable-os-support-desk-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fscalable-os-support-desk-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3869906}},{"tool":"search_jobs","arguments":{"company":"scalableos.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3869906},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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