About the Role
As a growing provider of managed IT services and consulting solutions, we are seeking a remote IT Support Dispatcher to join our global Service Desk team. This role plays a key part in ensuring high-quality support experiences for our clients by serving as the first point of contact for incoming technical requests. You’ll be responsible for accurately capturing issue details, assessing priority, and coordinating with our technical support teams to ensure timely and effective resolution.
This position is ideal for individuals who are tech-savvy, highly organized, and customer-focused—with a passion for contributing to a high-performing IT services environment.
Key Responsibilities
- Handle incoming client support requests via phone, email, or ticketing system
- Create detailed and actionable service tickets based on initial client interactions
- Prioritize and route tickets to appropriate technical teams based on issue type and urgency
- Perform basic troubleshooting tasks such as password resets and account lockouts
- Ensure tickets meet internal quality standards for documentation and completeness
- Monitor ticket queues and escalate issues based on service level agreements (SLAs)
- Collaborate with engineers to ensure smooth handoffs and timely resolution
- Identify and report recurring issues and patterns to management for further analysis
Qualifications
- Excellent spoken and written English communication skills
- Familiarity with Microsoft 365 products (Outlook, Teams) and general networking terminology
- Experience using a professional IT ticketing system (e.g., Autotask, ConnectWise, ServiceNow)
- Prior experience in an IT help desk, service desk, or Managed Services Provider (MSP) environment is preferred
- Comfort using remote monitoring and management tools (e.g., Datto RMM)
- Microsoft 365 certifications or related IT training are a plus
- Minimum of 1 year of experience supporting Windows desktop operating systems
Work Requirements
- Fully remote position with a permanent night shift schedule
- Must have a stable high-speed internet connection
- Requires a quiet, dedicated home workspace
- Willingness to work in a fast-paced, client-oriented IT services environment
Job Type: Full-time
Pay: Php60,000.00 - Php65,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Work from home
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
Supplemental Pay:
- 13th month salary
Experience:
- IT Support: 10 years (Required)
- MSP (Managed Service Provider): 5 years (Required)
- Datto: 5 years (Required)
Work Location: Remote
