Client-Facing Helpdesk / Support Specialist

Company: SecureData
Work Hours: Full-time | Business Hours — EST
Weekend availability required
Location: Remote — Philippines
Salary: $1,300–$1,500 per month, depending on experience
Type: Long-term position

About SecureData
SecureData is a trusted global leader in data recovery, digital forensics, encrypted storage, and technology services. Our clients include NASA, Honeywell, Western Digital, and well-known public figures and organizations. We’ve built strong partnerships with major brands like Apple and have been recognized as a gold standard in the industry for nearly two decades.
We are now expanding our Managed IT Services division and are hiring a talented, English-fluent Helpdesk & Support Specialist from the Philippines to support our North American business clients.
This is a long-term remote position for someone who is technical, customer-focused, organized, and comfortable helping users solve IT issues over phone, email, chat, and ticketing systems.
Why Join SecureData?
Work from Home — Full-time, stable remote role
Long-Term Opportunity — Join a growing MSP division with room to advance
Paid Training — We’ll train you on our systems, tools, and support process
Career Growth — Opportunity to grow from into higher tier support
Global Clients — Support North American businesses and professional users
Supportive Team — Work with experienced managers and technical staff
Performance-Based Increases — Strong performers can grow compensation over time
Your Daily Tasks
Respond to client support requests by phone, email, chat, and ticketing system
Provide friendly, professional, client-facing technical support
Troubleshoot common IT issues including Windows, Mac, email, internet connectivity, printers, software access, passwords, and account issues
Assist with Microsoft 365, Google Workspace, MFA, user accounts, and basic admin tasks
Use remote support tools to help clients resolve issues efficiently
Create, update, and document tickets clearly and accurately
Follow standard operating procedures and escalation paths
Monitor assigned tickets and ensure timely follow-up
Escalate more complex issues to senior technicians with complete notes and details
Coordinate with internal teams to make sure client issues are handled smoothly
Help maintain a high-quality support experience for business clients
What We’re Looking For
At least 2 years of experience in IT helpdesk, technical support, or MSP support
Strong spoken and written English with a clear, professional communication style
Comfortable working U.S. business hours, including night shift in the Philippines
Able to work weekends when scheduled
Experience supporting Windows PCs, Microsoft 365, email, browsers, printers, and basic networking issues
Strong ticket documentation skills: clear notes, proper categorization, and timely updates
Friendly, patient, and confident when helping non-technical users
Able to follow processes while still thinking independently
Organized, reliable, and comfortable working remotely
Able to work from a quiet home office with reliable internet and backup connectivity
Technical Skills That Are a Plus
Experience with any of the following is helpful but not required:
Microsoft 365 Admin Center
Active Directory or Entra ID
Intune or endpoint management
Google Workspace Admin
Remote desktop support tools
RMM tools
HaloITSM, ConnectWise, Autotask, Zendesk, Freshservice, Jira Service Management, or similar ticketing systems
Antivirus, EDR, backup, or monitoring tools
Basic networking: DNS, DHCP, VPN, Wi-Fi, routers, and firewalls
Compensation & Benefits
$1,300–$1,500 per month, depending on experience
Paid training
Work-from-home setup
Long-term employment opportunity
Advancement opportunities
Supportive, team-oriented culture
Ideal Candidate
The ideal candidate is not just technical; they are calm, professional, and service-minded. You should enjoy helping people, solving problems, keeping tickets organized, and communicating clearly with clients and internal teams.
This role is a great fit for someone who has worked in IT support, helpdesk, technical customer support, or an MSP environment and wants to grow into a more advanced support position over time.
Apply Now
We’re excited to meet skilled, reliable, and customer-focused IT support professionals who want to grow with us long-term.
If you’re ready to support North American business clients, build your MSP experience, and join a growing technology services team — apply now.