MSP | IT Engineer / Project Technician / Level 2 Help Desk Support / RMM Automation and Scripting (Client Facing Daytime

Step into a senior-level MSP support role where your technical depth, scripting ability, and communication skills actually shape the stability of client environments, working alongside an established Filipino team.

You’ll operate during Philippines daytime hours, overlapping U.S. CST afternoons and evenings (2pm–11pm CST with an hour break), serving as a high-level escalation technician while building the automation backbone that keeps everything running predictably. This role blends Level 2 help desk execution with backend infrastructure work, RMM automation, and after-hours stability coverage.

This is not an entry-level ticket grinder role. You’ll handle advanced troubleshooting, server-side work, and complex escalations during peak U.S. hours — then shift into focused backend improvements and projects once end users log off. That includes scripting, rebuilding and standardizing ConnectWise Automate, restoring structure lost during past migrations, and expanding our Immybot deployment strategy.

You’ll also provide calm, professional after-hours phone, chat, and email support for a small subset of top-level clients, where clarity and fluent English communication matter just as much as technical precision.

ReachOut Digital Intelligence is a cybersecurity-first Managed Service Provider built like a SaaS company. We license protection, deliver MSP IT support as fulfillment, and give clients structure and security before anything breaks.


***ABOUT THE ROLE
This role is the “glue” between clients, operation standards, and the rest of the internal technical team.

You’ll operate during Philippines daytime hours, overlapping U.S. CST afternoons, handling tickets alongside the help desk team. During peak U.S. hours, you’ll focus on escalations, troubleshooting. After U.S. business hours, you’ll shift into backend work – project execution, server maintenance, automation builds, documentation cleanup, and RMM standardization.

You’ll also serve as after-hours phone, chat, and email support for select clients. Ticket volume is typically low — but when issues arise, you’ll be the calm, capable voice on the other end.

A major part of this role is rebuilding and standardizing our ConnectWise Automate and Immybot environments after prior migration loss. That means writing PowerShell scripts, deploying automation policies, cleaning up monitors, improving patching workflows, and reducing manual work across the board.

If you enjoy a role that blends technical expertise, communication, and strategic influence, you will thrive here.


***WHAT WE’RE LOOKING FOR
Core Requirements:
- 4–6+ years in an MSP help desk or infrastructure role (L2 or higher)
- Strong experience handling escalations independently
- Experience executing client-facing IT projects (servers, M365, networks, deployments)
- Comfort working Philippines daytime hours aligned to U.S. CST
- Ability to work independently during after-hours U.S. support windows

Technical Strength:
- Microsoft 365 Administration (Azure AD, Intune, Exchange)
- Windows Server, Active Directory, Group Policy
- Strong PowerShell scripting ability (not beginner-level)
- Virtualization with Hyper-V
- Networking fundamentals: VLANs, routing, switching, VPN, DNS/DHCP
- Firewalls: SonicWall, Fortinet, or Ubiquiti (etc.)
- Backup & DR: Acronis, Datto, VEEAM
- EDR/MDR platforms (SentinelOne, Crowdstrike, Webroot, Huntress, or similar)
- PSA/RMM tools (ConnectWise, Autotask, Kaseya, NinjaOne, Automate)

Mindset & Professional Qualities:
- Structured, organized, documentation-focused
- Calm under pressure during live client issues
- Proactive, self-managing, and always thinking ahead
- Comfortable using AI tools like ChatGPT to draft communication and documentation
- Takes ownership without waiting to be told
- Thrives in a role where both tech and people skills matter

***SKILLS & TOOLS YOU’LL USE REGULARLY
- Ticket System (ConnectWise / Autotask / Kaseya / Automate)
- IT Glue / Hudu
- ImmyBot, Automate/Ninja, Liongard
- Microsoft 365 Admin Center
- Windows Server
- UniFi Cloud Management
- Backup management
- Networking
- ChatGPT
- Google Workspace / Slack / Zoom

***WHAT SUCCESS LOOKS LIKE
- Escalated tickets are resolved cleanly, with clear documentation and no repeat issues
- After-hours support feels calm, professional, and controlled
- Server builds and workstation deployments follow consistent, repeatable standards
- ConnectWise Automate becomes cleaner, more structured, and more automated every month
- Immybot deployments reduce manual workstation setup time
- Your PowerShell scripts eliminate recurring tickets
- Documentation improves because of your updates — not despite them
- Other technicians resolve more tickets confidently using what you built
- Reactive noise decreases because automation replaces repetition
- Clients experience stability, not chaos

You don’t just fix the issue.
You reduce the chance it happens again.