Support Desk Technician (MSP) | WFH | Night Shift | Weekends Off | Day 1 HMO

Driving Reliable US End-User IT Support at Scale

The role directly enhances global service continuity and operational efficiency. This is a long-term global career with Emapta built for top 1% professionals seeking international exposure and premium career advancement.

Snapshot

Work Setup: Permanent Work From Home

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Permanent WFH arrangement
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• 2 years of experience in IT Support, Service Desk, or MSP environment
• A genuine interest in IT and a desire to build a career in managed services
• Demonstrated ability to work autonomously, manage your own time, and exercise sound judgement without close supervision - critical for a largely unsupervised night shift
• Excellent verbal and written English communication skills - you will spend a significant amount of time speaking directly to US end users and business owners, and your written handovers will be relied upon by the Australian day team
• A customer-first attitude - patient, calm under pressure, and able to make non-technical clients feel supported
• Strong problem-solving skills and a structured approach to troubleshooting
• Working knowledge of Windows desktop operating systems and Microsoft 365
• Working knowledge of Mac operating systems
• Ability to follow documented processes and playbooks, and to keep accurate, timely records of your work
• Willingness and ability to commit to a permanent night shift (12:00 AM - 9:00 AM AEST/AEDT) on a work-from-home basis, with a stable home working environment and reliable internet

• Prior experience in an MSP, IT support desk, or IT operations role
• Prior experience working a night shift or supporting offshore clients
• Experience with Microsoft 365 administration, Entra ID, Intune, or similar
• Exposure to PSA and RMM tools (HaloPSA, NinjaRMM, Autotask, Datto RMM, ConnectWise, or equivalents), particularly experience responding to RMM-generated alerts
• Familiarity with networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi)
• Awareness of cyber security fundamentals, MFA, and the Essential Eight
• Relevant tertiary qualifications and/or industry certifications (CompTIA, Microsoft, Cisco, etc.)

Responsibilities

• Act as the primary support contact for our US client (approximately 50 users) during their business hours, which align with your shift
• Answer inbound calls and respond to tickets from the US client promptly and professionally
• Diagnose and resolve incidents and service requests for end users, including issues relating to Windows desktops and laptops, macOS, Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams), Entra ID, printers, mobile devices, and common business applications
• Keep the client informed throughout the lifecycle of their ticket, setting clear expectations on next steps and timeframes
• Build strong working relationships with key users at the US client and develop a thorough understanding of their environment, business processes, and recurring pain points

• Monitor the NinjaRMM alert queue throughout your shift and respond to alerts in line with our documented playbooks and prioritisation rules
• Triage alerts to determine whether they require immediate action, can be resolved during the shift, or should be logged and endorsed to the day shift
• Action straightforward alerts directly (e.g., restarting services, clearing disk space, re-running failed jobs) and log all actions taken in HaloPSA
• Escalate high-impact or after-hours-critical alerts to the on-call Sydney technician (Ainsley or Thompson, on a fortnightly rotation) in accordance with our escalation process

• Work through tickets endorsed by the day shift team for overnight progression, including activities that benefit from being done outside business hours
• Pick up unassigned and pending tickets in the queue and progress them as far as possible within the shift
• Triage, log, and update tickets in our PSA system (HaloPSA) in accordance with agreed SLAs
• Provide remote support using our remote management tools (NinjaRMM) and escalate where deeper expertise or on-site attendance is required

• Maintain a clear, structured handover note for each shift covering alerts actioned, tickets progressed, outstanding items, and anything requiring follow-up from the day team
• Attend the daily 8:00 AM AEST/AEDT meeting with the Senior Technician to walk through the night's activity and align on priorities
• Attend the team huddle that follows the senior technician meeting
• Escalate tickets to a Senior Technician, the Technical Manager, or the Cyber Security team when the issue requires deeper expertise, broader change management, or has a security implication

• Take ownership of tickets assigned to you from receipt to resolution, including tickets that need to be escalated - you remain the point of contact for the client
• Maintain accurate and timely ticket notes, time entries, and resolution detail
• Contribute to our knowledge base by documenting fixes, processes, and client-specific configurations - particularly for the US client and for recurring overnight alerts
• Identify recurring issues and patterns visible from the night shift vantage point, and flag them so they can be addressed at the root cause

• Work cooperatively with the Sydney, Melbourne, and Manila technicians, the Cyber Security team, and our Finance, Sales, and Management colleagues
• Follow our internal processes for change management, after-hours work, and client communications
• Cover other shifts on an occasional basis when required
• Provide assistance to the Cyber Security team on remediation tasks where required (e.g., MFA rollouts, Essential Eight controls, endpoint hardening)

• Actively develop your technical and client-handling skills through on-the-job experience, peer mentoring, and formal training
• Work towards relevant certifications, such as Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), and progressively more advanced Microsoft certifications
• Demonstrate a willingness to take on more complex tickets and broader responsibilities over time

• Ownership: you see a ticket through and don't let it fall between the cracks - especially important when no one else is online to catch it
• Self-direction: you are comfortable working autonomously and know when to act, when to log, and when to escalate
• Curiosity: you want to understand the why, not just apply the fix
• Care: you treat our clients' systems and data with the same care as if they were your own
• Team-first: you support your colleagues across Sydney, Melbourne, and Manila as one team, and you make their day easier through a clean handover
• Continuous improvement: you are open to feedback and committed to growing your skills

About the Client

Trusted by businesses across Australia, they consistently deliver measurable outcomes through reliable support, proactive risk management, and client-focused service, enabling organizations to operate confidently, securely, and efficiently in an increasingly complex digital landscape.

Join the Top 1% Talent. A better career. A better life.

Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!