Rmm Sr Technical Support Wfh (Remote)

• Work Arrangement: Work From Home
• Work Location: WFH Philippines
• Working Days: Mondays to Fridays (Night Shift)
• Available Shift Option: PH Night shift 10 PM

About the Role

This is a full-time hybrid L3 Technical Support role with flexibility for remote work. The role involves providing advanced technical support, cloud and saas product management, firewall configuration and administration, troubleshooting complex issues, collaborating with cross-functional IT teams, and ensuring timely resolution of technical problems directly for customers. Some light lifting or activities related to network support may also be required from time to time.

What You Will Be Doing

• Deliver advanced technical support and problem resolution for customer-facing issues.
• Manage and maintain cloud and SaaS products, ensuring optimal performance and security.
• Configure and administer firewalls and other network appliances, including maintenance and patching.
• Provide Level-3 remote desktop support and management (RMM) to resolve complex technical issues.
• Administer and support Microsoft O365, Azure, Exchange, Microsoft Defender, and Intune/MDM.
• Utilize support desk/ticketing systems like ServiceNow or ZenDesk to track and manage incidents.
• Oversee server-room operations, including back-office system management and troubleshooting.
• Monitor, configure, and maintain network protocols, hardware, and software systems.
• Collaborate with cross-functional IT teams to ensure timely resolution of technical problems.
• Conduct cyber security assessments, implement best practices, and train team members as needed.
• Perform light physical tasks related to network and hardware setup when required.
• Create documentation, guides, and reports to support operational efficiency and knowledge sharing.
• Provide exceptional customer service, fostering trust and satisfaction through clear communication and effective problem-solving.
• Collaborate with global teams and customers to deliver consistent technical support and service

Qualifications:

• MSP Expertise & Level-3 Technical Support: Extensive experience working with or at Managed Services Providers (MSPs), delivering advanced Level-3 technical support for complex issues.
• System & Network Administration: Advanced proficiency in remote desktop management (Ninja RMM), administering Microsoft O365, Azure, Exchange, Microsoft Defender, and Intune/MDM. Skilled in maintaining, patching, and supporting firewalls, network appliances, and server-room back-office systems.
• Support Tools & Cybersecurity: Experienced with support desk/ticketing systems like ServiceNow or ZenDesk. Strong cybersecurity awareness, demonstrated network configuration and monitoring abilities, and the ability to implement best practices.
• Collaborative & Remote Work: Proven ability to work both independently and collaboratively with global teams, customers, and offices. Adept at diagnosing and resolving advanced technical issues across diverse networking protocols, hardware, and software systems.
• Customer Focus & Credentials: Exceptional communication, problem-solving skills, and customer service mindset. Certifications in CompTIA A+, ISC CISSP, or related technologies are a plus. A bachelor’s degree is required.

What can you expect when you join us!

• Work from anywhere
• Paid Time Offs
• Government Mandated Benefits
• Medical and Life Insurance package on the 3rd month plus 2 dependents
• A regularization increase on the 6th month
• Annual salary increase based on performance
• Tax-Free allowances incorporated in pay
• Salary loans with 0% interest, payable in 2 months
• Opportunity for self-improvements like access to online training sites such as Udemy, Pluralsight, and other resources

Know more about CoDev and how fun it is to work with us:

https://www.youtube.com/@codevusa/videos // https://careers.codev.com/testimonials/