1st Line IT Support Engineer

Location: Remote (Philippines-based)

Working Hours: UK business hours (to be confirmed)

Experience Required: Minimum 2 years Helpdesk / 1st Line Support

Company: Fresh Tech, UK-based Managed Service Provider

Fresh Tech is a UK-based Managed Service Provider delivering high-quality, security-focused IT support to UK businesses.

We focus on doing things properly. That means clear communication, well-documented solutions, and building long-term client relationships rather than quick fixes.

As we continue to grow, we are looking for a reliable, customer-focused 1st Line IT Support Engineer based in the Philippines to join our fully remote team.

You will be the first point of contact for our UK clients, providing day-to-day IT support and ensuring users feel supported, informed, and confident throughout the resolution process.

This role is ideal for someone who enjoys helping people, communicates clearly, and takes pride in delivering a professional support experience.

Key responsibilities include:

• Handling 1st line support tickets via our PSA and ticketing system
• Supporting users with Microsoft 365, including Outlook, Exchange, Teams, SharePoint, and OneDrive
• Basic Windows troubleshooting for desktops, laptops, and printers
• Password resets, user setup, and MFA support
• Escalating issues clearly and accurately to 2nd and 3rd line engineers
• Communicating with clients in a clear, professional, and polite manner at all times
• Writing clear and detailed ticket notes and documentation in English
  

You must have:

• At least 2 years of experience in a Helpdesk or 1st Line IT Support role
• Strong experience supporting Microsoft 365 environments
• Excellent spoken and written English (this is essential)
• Experience working with ticketing systems
• A reliable internet connection and a quiet remote working environment
• A calm, professional approach when dealing with stressed or frustrated users
  

• Microsoft certifications such as MS-900, MD-100/101, MS-102
• Previous experience working for a Managed Service Provider
• Basic understanding of:
• Azure / Entra ID
• Security best practices
• Endpoint management
  

₱39,000 to ₱59,000 PHP per month, based on current exchange rates

Salary is paid monthly and reviewed periodically based on performance and progression.

To apply, you must submit a short video lasting 2 to 5 minutes covering the following:

• A brief introduction and overview of your IT background
• An example of a difficult or challenging support issue you have handled, including:
• What the problem was
• How you communicated with the user
• The steps you took to resolve it
• The final outcome

This video is used to assess communication skills, not video editing ability. A simple webcam or phone recording is perfectly acceptable.

Applications without a video will not be considered.

• Fully remote role
• Stable, long-term opportunity with a growing UK MSP
• Supportive and structured team environment
• Clear processes and expectations
• Opportunities to develop skills and progress over time
  

Please submit:

• Your CV
• A link to your application video (Google Drive, unlisted YouTube, etc.)
• Details of any Microsoft certifications, if applicable